Senior Customer Support Specialist, Escalations

🕒 2 days ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🌵 Arizona, Colorado, +15 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌺 Hawaii – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌪️ Oklahoma – Remote 🎸 Mississippi – Remote 🏰 Missouri – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote 🦬 Wyoming – Remote

💵 $67.5k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CharterUP

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

📦 Logistics

✈️ Travel

🚗 Transport

💰 $60M Series A on 2022-10

Logistics • Travel • Transport

CharterUP is a private shuttle service that provides organized transportation solutions for a variety of groups and events. The company caters to a wide range of clients, including nonprofits, corporations, universities, and government agencies, offering services such as employee shuttles, campus transportation, and emergency transport. With a mission to deliver a safe and transparent group travel experience, CharterUP operates through a marketplace model, allowing customers to easily book and manage shuttles across numerous cities nationwide, supported by a vast network of bus operators.

📋 Description

• Manage complex customer escalations and complaints • Serve as the primary point of contact for complex issues requiring higher-level attention • Communicate with customers and vendors via phone, email, and chat • Support VIP and enterprise customers by proactively managing requests and specific needs • Analyze issues, identify root causes, and implement solutions • Collaborate with internal departments to resolve underlying problems • Improve customer experience through proactive engagement and communication • Document customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software • Maintain detailed records for reference and reporting • Identify customer feedback trends and recommend process, policy, and product improvements • Guide and support junior customer service representatives • Assist with training sessions • Monitor and report KPIs including response times, resolution rates, and customer satisfaction scores • Follow established escalation protocols, guidelines, policies, and procedures • Report to the Escalations Manager

🎯 Requirements

• 3–5 years in Customer Service, Customer Success, or Account Management • Strong background handling escalations, resolving complex customer issues, and fostering long-term customer relationships • Minimum 1 year of experience working in a two-sided marketplace • Excellent verbal and written communication skills, including de-escalation techniques • Proven ability to manage high-volume ticket-based and transactional workflows • Strong analytical and problem-solving abilities • Experience working with VIP and enterprise customers and providing high-touch support • Ability to remain calm and professional under pressure • Strong sense of ownership and ability to make independent decisions aligned with dynamic priorities and company values • Exceptional attention to detail and organizational skills • Customer-focused mindset • Ability to work independently and as part of a team • Strong interpersonal skills and ability to build rapport with customers • Flexibility to adapt to changing priorities and handle multiple tasks simultaneously • Evening and weekend availability required • U.S.-based candidates and employees must reside in one of the approved states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, or Wyoming

🏖️ Benefits

• Remote-first flexible work model • Medical, dental, and vision insurance • Mental health support • Virtual care • Gym discounts • Family-building benefits • 100% of employee health insurance premiums covered in the U.S. • 15 paid time-off days in the U.S., increasing to 20 after 2 years • 8 paid holidays in the U.S. • Company-paid life insurance • Company-paid short-term disability insurance where available • Company-paid long-term disability insurance where available • Referral bonuses • Long-term financial planning support • 401(k) plan in the U.S. • Region-specific savings programs internationally where applicable • Choice of Mac or PC • Monitor, keyboard, and mouse • Remote-first environment • Growth opportunities in a hyper-growth company • Global team benefits varying by location