Metro Service Manager

Metro Service Manager

About HopSkipDrive

HopSkipDrive is the leader in safe, fast, and simple supplemental student transportation. Our marketplace connects children with highly-vetted caregivers, solving major transportation challenges for schools and districts nationwide. Founded by three mothers, we have facilitated over five million rides across more than 20 states. We are a rapidly growing Series D company with $100M raised to date, recognized on the Inc. 5000 and Deloitte 500 lists.

How We Work

We are an AI-forward company. We expect team members to be curious, willing to learn, and ready to leverage AI tools (like Gemini) to draft, analyze, build, and ship faster. We invest in training and govern AI use thoughtfully. We are remote-first, mission-driven, and seek individuals who want to do meaningful work with a high-performing team.

Who We Are (The Role)

This role provides exceptional, proactive support to our clients throughout the operational lifecycle, bridging Implementation, Customer Success, and Operations to streamline service delivery and ensure a premium client experience. The Metro Service Manager will own ongoing client operations and issue resolution, working closely with cross-functional teams to address client needs, improve service quality, and optimize ride experiences. We seek creative problem-solvers who approach challenges with innovation and unique perspectives.

Responsibilities

• Serve as the primary point of contact for assigned clients, ensuring needs are met with urgency and professionalism.
• Respond to and resolve complex client inquiries by leveraging internal resources and collaboration.
• Lead and manage the implementation of new business from contract signing through launch, ensuring a successful process and maintaining client communication.
• Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services.
• 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, delivering weekly optimization reports.
• Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices.
• Drive strategic planning and execution of business reviews to align ongoing service strategies with client objectives.

Who You Are (Qualifications)

• 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 written and verbal communication skills, with the ability to present insights and solutions effectively.
• Expertise in analyzing data, identifying trends, and implementing actionable solutions.
• Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery.
• Proficiency with CRM tools (e.g., Salesforce, Kustomer) and advanced Excel skills are preferred.
• Proactive, problem-solving mindset with initiative for continuous improvement and innovation.
• Tech-forward and committed to operational excellence, actively leveraging AI tools to streamline workflows, summarize issues, refine communication, and derive insights.

Our Investment In You

• Equity ownership in the company.
• Flexible vacation, medical, dental, vision, and life insurance.
• 401(k), FSA.
• Opportunity to work for a rapidly growing, VC-backed company in a significant market.
• Salary Range: $80,000 - $90,000 (dependent on location).
• Total compensation includes equity stock options.

HopSkipDrive is committed to equal opportunity employment. This role is remote, with occasional regional travel required.