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Trust & Safety Regional Case Manager



Posted on Tuesday, June 18, 2024

At HopSkipDrive, our goal is to create opportunity for all through mobility.

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software and advisory services, we solve the biggest transportation challenges facing schools and school districts around the country.

Founded by three moms as a solution to their own transportation challenges, we’ve now completed more than 3.3 million rides and 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 is a Series D company and has raised $100M in funding to date.

Your role:

In this role, you will be responsible for maintaining platform safety through coaching and education efforts with users on HopSkipDrive policies and procedures. You will help prioritize, triage, and resolve safety complaints and ensure timely resolution with a focus on ensuring your region’s incidents are resolved incredibly well.

You will work cross functionally with other teams to enhance the client experience and will work closely within your assigned regions to support specific accounts. You’ll work on the front lines to ensure platform standards are maintained while recognizing trends and areas of opportunity within your assigned regions. You will demonstrate care and sensitivity with everything you do and are ready to jump in and work on projects as they come up. You will report directly to the Trust & Safety Manager.

What you’ll do:

  • Manage and resolve community safety complaints; ensure timely and thorough investigations
  • Enforce safety policies and community guidelines; provide clear education and communication to users about actions taken and the reasons behind them
  • Be the escalation point within the assigned regions, and with specific clients, to address new safety concerns and repeat issues; identify ways to mediate and diffuse escalations
  • Help delegate priority concerns across the team and partner with the Claims Investigator on crisis and emergency situations
  • Collaborate with other teams within the Trust & Safety organization, as well as cross-functional teams such as Client Experience and Sales, to enhance customer satisfaction
  • Maintain adherence to all personal and departmental goals surrounding performance
  • Be an advocate for platform safety and support both sides of the Marketplace

What you’ll bring:

  • 2+ years of experience demonstrating results in a fast-paced, detail-oriented work environment
  • 1+ years of experience directly related to trust & safety
  • Strong verbal and written communication for both internal and external audiences
  • Strong time management skills, creative problem solver and self-sufficient worker
  • Ability to manage difficult conversations with empathy and clarity
  • Always looking for ways to make things more efficient
  • Proficiency in Excel, Word and Google Docs
  • Experience in the tech industry, startups, or a similar two-sided marketplace preferred

** This role will be fully remote in one of the following states AZ, CA, CO, DC, FL, IL, IN, 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 salary range for this role is $75,000 to $85,000. 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.