Note: The job is a remote job and is open to candidates in USA. CharterUP is transforming the group transportation and mobility market with an AI native platform. The Customer Support Specialist role focuses on providing outstanding customer support by assisting with inquiries, resolving issues, and ensuring a seamless customer experience in a remote-first environment.
Responsibilities
- Respond to customer inquiries via email and phone, providing prompt and accurate assistance
- Address and resolve common customer issues, escalating complex cases to the appropriate team when necessary
- Conduct follow-ups to ensure all customer concerns are addressed and resolved
- Document customer interactions and resolutions in CharterUP’s proprietary software system
- Act as Live Trip Support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes)
- Assist customers, drivers, or operations teams with urgent support requests
- Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions
- Serve as the primary point of contact for drivers, customers, operations teams, and Enterprise Sales during active trips
- Communicate clear and timely updates to customers and drivers about any trip changes
- Build and maintain positive relationships with customers to ensure satisfaction and retention
- Educate customers on Department of Transportation (DOT) rules and regulations
- Follow up with customers to confirm their needs were met after resolving issues
- Collaborate with internal teams to ensure smooth and efficient customer experiences
- Track and monitor service requests, escalating operational delays when necessary
- Maintain detailed and accurate records of customer interactions in Sprinklr
- Adhere to company policies, procedures, and service-level agreements (SLAs)
- Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution
- Partner with team leads or managers for escalated support or policy exceptions
- Provide reassurance and solutions to customers experiencing disruptions
- Stay up-to-date with product updates and service changes
- Participate in training sessions to enhance customer service strategies and operational knowledge
Skills
- 0-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus
- Excellent verbal and written communication skills
- Strong problem-solving abilities and attention to detail
- Ability to remain calm and professional in fast-paced or high-pressure situations
- Strong organizational skills and the ability to multitask effectively
- A customer-focused mindset with a commitment to delivering exceptional service
- Willingness to adapt to changing priorities and learn new systems or processes
Benefits
- Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility.
- Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits.
- Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays.
- Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
- Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
- Referral Rewards: Earn bonuses for bringing top talent to the team.
- Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan.
- Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
Company Overview
CharterUP is a fully-integrated marketplace for charter bus reservations. It was founded in 2018, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.charterup.com.