Metro Service Manager

🕒 3 dias atrás

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HopSkipDrive

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

🚗 Transporte

📚 Educação

🏢 Corporativo

💰 $37.000.000 Series D em 2022-09

Transport • Education • Enterprise

A HopSkipDrive é uma provedora líder de soluções inovadoras e escaláveis de transporte escolar, fazendo parcerias com escolas, distritos e condados para fornecer transporte seguro e confiável para jovens. Ela se especializa em fornecer alternativas às rotas tradicionais de ônibus escolares, atendendo às necessidades não rotineiras dos alunos, aqueles em lares adotivos e estudantes com requisitos especiais de transporte. A HopSkipDrive também apoia soluções de transporte personalizadas e em pequenos grupos, e utiliza a tecnologia RouteWise AI para otimização de transporte. Seu serviço é conhecido por ser 40% mais acessível do que rotas de ônibus tradicionalmente subutilizadas. Ela também aborda desafios como a escassez de motoristas de ônibus e oferece uma rede flexível de CareDrivers, garantindo segurança e confiabilidade.

Descrição

• Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism. • Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions. • Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation. • Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients. • Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements. • Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes. • Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports. • Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices. • Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.

🎯 Requisitos

• 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment. • Willingness to travel (10%-20%) to strengthen client relationships and support service strategies. • Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service. • Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports. • Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes. • Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery. • Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred. • A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation. • You are tech-forward and committed to operational excellence. You actively leverage AI tools (such as Gemini) to streamline workflows, summarize complex client issues, refine communication, and derive insights from data sets.

🏖️ Benefícios

• Equity • Flexible vacation • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) • FSA • Opportunity to work for a uniquely positioned, VC-backed company