CharterUP · 1 day ago
Customer Support Specialist
United States
Full-time
Remote
New Grad, Entry Level
$26.50/hr - $26.50/hr
0+ years expCharterUP is transforming the group transportation industry with innovative SaaS software, providing a seamless experience for customers and operators. The Customer Support Specialist will focus on delivering outstanding customer support, resolving inquiries, and ensuring customer satisfaction in a fast-paced, remote-first environment.
MarketplaceTransportationTravel
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
Qualification
Required
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. 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.
Company
CharterUP
CharterUP is a fully-integrated marketplace for charter bus reservations.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$60MKey Investors
Tritium Partners
2022-10-06Series A· $60M
Leadership Team
Armir Harris
CEO
Merrick Levy
Senior Vice President
Recent News
2025-08-14
Company data provided by crunchbase