Customer Operations Associate

Who we are

HopSkipDrive’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 600 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 heart

Our 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 work

Our 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 rapidly

Founded by three moms as a solution to their own transportation challenges, we now operate across over 13 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.

Your role:

As a Customer Operations Associate, you will be owning the internal side of our customer journey including maintaining data and processes across systems. You will own and oversee pricing and advocate for product improvements that help ease our team’s workload. And you will serve as the go to resource for customer documentation and collaboration.

What you will do:

• Admin & CRM Management: Manage and maintain our customer information across different platforms, ensuring congruence, data accuracy and completeness.
• Pricing Ownership: Oversee creation and auditing of customer pricing.
• Customer Process Optimization: Work with the revenue leaders to identify bottlenecks and areas for improvement in the customer process. Propose and implement solutions to enhance efficiency.
• Internal Support & Collaboration: Provide day-to-day support to and work closely with cross-functional teams, including sales, marketing, finance, and customer success.
• Process Documentation: Create and maintain standard operating procedures (SOPs) for customer-related processes and ensure their adherence.
• Data Audits: Conduct regular audits to ensure data accuracy, uncover reporting issues and escalate to the appropriate teams.
• Product Advocate: Speak up on priorities to improve our internal admin that allow for easier and more efficient housekeeping practices.
• This role will be fully remote within a state we are an employer in AZ, CA, CO, DC, FL, IL, KS, MD, WI, OK, UT, TN, NC, SC, NV, NM, NJ, NY, OR, TX, VA, WA, MO, MI

What you bring

• 2+ years of operational experience partnering with customer success / support teams.
• Technical proficiency in Tableau, Excel, and Google Sheets
• An entrepreneurial attitude with an execution-focused, get-things done mindset
• A prowess for data organization and pattern recognition
• A proactive approach and outlook that is always finding ways to make things more efficient.
• An ownership me