[Hiring] Customer Support Specialist @CharterUP

Role Description

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.

Qualifications

• 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.

Requirements

• Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary.

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