Energy Impact Partners
Energy Impact Partners

Trust & Safety Platform Experience Associate



Posted on Thursday, June 6, 2024

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:

We are looking for a highly motivated and detail-oriented Trust and Safety Associate to join our team. In this role, you will ensure adherence to platform policies and provide sensitive and supportive coaching to users. You will oversee CareDriver service levels and will work on the front lines to ensure platform standards are maintained while recognizing areas of opportunity for community resources.

You are ready to jump in and work cross functionally on projects as they come up. You have a strong work ethic and are interested in growing within the Trust & Safety field. You are reliable, dependable, and open to new challenges. This position will be reporting to the Sr. Manager, Safety Policy & Standards.

What you will do:

  • Review and handle reports related to community guideline violations and ride experience concerns
  • Maintain the team inbox; prioritize and triage incoming support tickets and flag potential concerns
  • Provide timely and accurate responses to support tickets; investigate reports, gather relevant information, and take appropriate measures to address the situation through feedback/education
  • Ensure CareDriver service levels are maintained to platform standards
  • Support in handling data and reporting requirements related to Trust & Safety; provide feedback to ensure compliance with policies and procedures
  • Help identify trends; be an advocate for platform safety and standards while supporting both sides of the HopSkipDrive Marketplace
  • Maintain adherence to all personal and departmental goals surrounding performance
  • Take on special projects as directed by the Sr. Manager
  • 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

  • 6+ months of experience demonstrating results in a fast-paced, detail-oriented work environment
  • Strong verbal and written communication for both internal and external audiences; able to communicate in a clear, constructive, and professional manner
  • Ability to manage difficult conversations with empathy and clarity; use discretion when discussing confidential or consumer-related issues
  • Always looking for ways to make things more efficient
  • Demonstration of regular, consistent, and punctual attendance
  • Proficiency in Google Suite

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 flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, 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 salary range for this role in Los Angeles, CA is $24.00 to $28.00 hour. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

Equal Opportunity Employer

HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class. HopSkipDrive is also proud to operate as a drug-free workplace.