Customer Support Specialist

About the job

About CharterUP. CharterUP is transforming the $30 billion group transportation industry with cutting-edge technology and innovative SaaS software, delivering an industry-leading experience for both customers and operators. Trusted by most Fortune 500 companies, our platform connects users to thousands of charter bus and minibus operators nationwide. In just 60 seconds, customers can access real-time availability, transparent pricing, and detailed vehicle options—whether organizing a corporate event, a company shuttle, or a wedding. By streamlining what was once a fragmented and stressful process, CharterUP brings transparency, accountability, and efficiency to an industry overdue for innovation

With CharterUP, group transportation is no longer a hassle but an elevated, reliable experience. Join us as we lead the future of group travel.

Why Join Us

Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.

Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no better time to join our dynamic, growth-stage organization.

Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.

Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.

Title: Customer Support Specialist

Reports to: Service Operations Manager

Location: Remote

Shift details: Tuesday-Saturday 11am-8pm EST. Training schedule for the first 6 weeks will vary.

About The Role

We are looking for an enthusiastic and detail-oriented Customer Service Specialist to join our growing Service Operations team. This entry-level role focuses on providing outstanding customer support by assisting with inquiries, resolving issues, and ensuring a seamless customer experience. You’ll collaborate with various teams and learn to effectively manage day-to-day customer interactions while gaining valuable skills in a fast-paced, remote-first environment.

Key Responsibilities

Customer Support & Issue Resolution:

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.

Live Trip Monitoring

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.

Customer Relationship Management

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.

Operations Coordination

Collaborate with internal teams to ensure smooth and efficient customer experiences.

Track and monitor service requests, escalating operational delays when necessary.

Documentation & Process Adherence

Maintain detailed and accurate records of customer interactions in Sprinklr.

Adhere to company policies, procedures, and service-level agreements (SLAs).

Escalation Management

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.

Continuous Improvement & Learning

Stay up-to-date with product updates and service changes.

Participate in training sessions to enhance customer service strategies and operational knowledge.

Experience And 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.

Recruiting Process

Step 1: Video call with Talent Acquisition

Step 2: Video call interview with Hiring Manager

Step 3: Final video call interview with Sr. Manager, Logistics & Customer Support

Step 4: Offer & background check

Hourly Rate: $26.50 USD - $26.50 USD