Metro Service Manager

At HopSkipDrive , our mission is to create opportunity for all through mobility. We're the leader in safe, fast, and simple supplemental student transportation through our marketplace, we connect kids to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts across the country. Founded by three moms as a solution to their own transportation challenges, we've now facilitated more than five million rides across over over 20 states. We continue to grow rapidly — earning a spot on the Inc. 5000 list numerous times and the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M to date. How we work We're an AI-forward company, and we expect every person on our team to be too. We use AI tools to do our best work — drafting, analyzing, building, and shipping faster than we could without them — and we invest in training, share what works, and govern AI use thoughtfully. We don't expect you to be an expert when you start. We do expect you to be curious, willing to learn, and ready to use the best tools available to move our mission forward. We're remote-first, mission-driven, and built for people who want to do work that matters with people who hold a high bar. Who We Are This role will provide exceptional, proactive support for our clients throughout the operational lifecycle. This position bridges the gap between Implementation, Customer Success, and ongoing Operations to streamline service delivery and ensure a premium client experience. The Metro Service Manager will take ownership of ongoing client operations and issue resolution. This new role will work closely with cross-functional teams to proactively address client needs, improve service quality, and optimize ride experiences. We are looking for creative problem-solvers who, like us, believe that challenges require innovative approaches, unique perspectives, and new ways of thinking. 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. Who You Are You’re a proactive and strategic customer success professional who excels at building strong client relationships, solving complex challenges, and driving measurable results. You thrive in fast-paced environments and are passionate about enhancing client experiences through data-driven insights and collaboration. 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