Client Insights Associate

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.

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