Customer Support Specialist

🔥 0 minutes 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

💵 $26 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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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

• Respond to customer inquiries via email and phone • Resolve common customer issues and escalate complex cases • Conduct follow-ups to ensure customer concerns are addressed • Document customer interactions and resolutions in CharterUP’s proprietary software and Sprinklr • Monitor live trips during scheduled weekend shifts • Address delays, cancellations, route changes, traffic, vehicle breakdowns, and weather issues • Coordinate alternative solutions during unexpected events • Serve as the primary contact for drivers, customers, operations teams, and Enterprise Sales during active trips • Communicate timely trip updates to customers and drivers • Build and maintain customer relationships • Educate customers on DOT rules and regulations • Collaborate with internal teams and monitor service requests • Escalate service failures and safety concerns • Partner with team leads or managers on escalated support and policy exceptions • Stay current on product updates and service changes • Participate in training sessions

🎯 Requirements

• 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 ability to multitask effectively • Customer-focused mindset with commitment to exceptional service • Willingness to adapt to changing priorities and learn new systems or processes • Flexible to work nights and weekends • U.S.-based candidates 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 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 PTO days in the U.S., increasing to 20 after 2 years • 8 paid holidays in the U.S. • Company-paid life, short-term, and long-term disability insurance where available • Referral bonuses • Long-term financial planning support • 401(k) plan in the U.S. • Region-specific savings programs where applicable internationally • Choice of Mac or PC, plus monitor, keyboard, and mouse • Flexible work arrangements