Client Insights Associate

** This role will be fully remote from a state where we do business AZ, CA, CO, FL, IL, KS, MD, MI, MO, NC, NJ, NM, NV, NY, OK, OR, SC, TN, TX, UT, VA, WA, WI

HopSkipDrive’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 400 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go.

Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day.

HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren’t being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between. 

We’re a company with heartOur partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities. 

We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we’re on a mission to use innovative technology — coupled with operational expertise and new ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going. 

We’re an awesome place to workOur company culture has been well-recognized — HopSkipDrive has been named to Fast Company’s Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists. 

We’re growing rapidlyFounded by three moms as a solution to their own transportation challenges, we now operate across over 20 major markets and more than a dozen states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive has raised $100M in funding to date.

Who you are

You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility.

At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking.  We are building a team of creative problem-solvers from many different backgrounds.

Your role:

The Client Insights Associate will be a bridge between HopSkipDrive and its clients, ensuring that all unique client needs are met, including reporting requirements. The ideal candidate will be able to anticipate and resolve complex situations before they become issues, provide clients with timely and accurate metrics, and manage multiple backend systems and processes to ensure that HopSkipDrive can meet the needs of all its clients. The candidate will have a strong attention to detail, a keen understanding of operations, and a passion for providing exceptional customer service.

What you will do:

• Process Improvement: Collaborate with the Insights team to identify and implement process improvements that enhance client satisfaction and operational efficiency.
• Issue Resolution: Promptly and efficiently resolve client issues and tickets, ensuring a positive customer experience.
• Client Issue Analysis: Leverage existing reporting to identify specific client issues and conduct thorough analyses at the client/ride level to provide actionable recommendations for performance improvement.
• Client Reporting: Develop unique reports and manage recurring reporting for our clients. 
• Cross-Functional Collaboration: Work seamlessly with multiple departments, including Client Support, SRS, Revenue, Accounting, and Product, to ensure operational continuity and address client concerns effectively.
• Client Partnership: Develop innovative systems and solutions to address unique client requests and requirements, fostering strong client partnerships and long-term relationships.
• Product Expertise: Maintain a deep understanding of HopSkipDrive’s products and capabilities to identify and implement new business opportunities and solutions that enhance client satisfaction and drive growth.
• Fast-Paced Environment: Thrive in a high-speed, dynamic environment, demonstrating agility and adaptability to manage multiple priorities effectively.
• Special Projects: Actively participate in special projects assigned by the Client Insights Sr. Manager, contributing to the department’s overall goals and objectives.

What you’ll need:

• Relevant Experience: 1-2 years of experience in a related role, demonstrating the ability to thrive in a fast-paced team environment.
• Big-Picture Thinking: Proven ability to see the big picture and understand how details and data inform that overall perspective.
• Team Player: A collaborative team player with strong interpersonal skills, capable of building strong working relationships with multiple stakeholders and fostering a highly collaborative environment.
• Effective Communication: Excellent written and verbal communication skills, enabling clear and concise articulation of ideas, findings, and recommendations.
• Attention to Detail: Exceptional attention to detail, ensuring work is accurate, thorough, and error-free.
• Self-Motivation: A positive, self-motivated individual with a strong work ethic and a passion for delivering exceptional results.
• Technical Expertise: Experience with Salesforce, Kustomer (or similar CRM), and Google Workspace, proficiency in these tools is essential.
• Educational Background: Bachelor’s degree preferred, demonstrating a strong foundation in relevant concepts and theories.

** This role will be fully remote from a state where we do business AZ, CA, CO, FL, IL, KS, MD, MI, MO, NC, NJ, NM, NV, NY, OK, OR, SC, TN, TX, UT, VA, WA, WI

What you will get

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The hourly range for this role is $20-25hr.  Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.