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CharterUP · 1 day ago

Sr. Customer Support Specialist, Escalations

United States

Full-time

Remote

Mid, Senior Level

$68K/yr - $68K/yr

3+ years exp

CharterUP is transforming the group transportation industry with innovative SaaS software. The Senior Customer Support Specialist will manage and resolve complex customer escalations, ensuring customer satisfaction and retention while maintaining positive relationships with VIP and Enterprise customers.

MarketplaceTransportationTravel

Growth Opportunities

Responsibilities

Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention

Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship

Customer Success Management: Support VIP and enterprise customers by proactively managing their requests, ensuring a seamless experience, and addressing their specific needs with a high level of service

Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems

Proactive Customer Engagement: Identify opportunities to improve customer experience by anticipating needs, offering solutions, and providing proactive communication

Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting

Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products

Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge

Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores

Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures

Qualification

Customer Service ExperienceAnalytical SkillsConflict ResolutionCustomer Success ManagementCommunication SkillsProblem-SolvingInterpersonal SkillsAttention to DetailTeam CollaborationFlexibility

Required

3-5 years in Customer Service, Customer Success, or Account Management, with a strong background in handling escalations, resolving complex customer issues, and fostering long-term customer relationships

Minimum of 1 year 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, with a focus on efficiency, accuracy, and timely resolution

Strong analytical and problem-solving abilities

Experience working with VIP and enterprise customers, providing high-touch support

Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment

Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values

Exceptional attention to detail and organizational skills

Customer-focused mindset with a commitment to providing exceptional service

Ability to work independently and as part of a team

Strong interpersonal skills and the ability to build rapport with customers

Flexibility to adapt to changing priorities and handle multiple tasks simultaneously

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. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.

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. International policies vary by country.

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. International: region-specific savings programs where applicable.

Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.