Customer Support Specialist L2

CharterUP

10h•Remote

About The Position

CharterUP is seeking a proactive and detail-oriented Customer Support Specialist, Level 2 to join our growing Service Operations team. In this role, you will deliver exceptional customer support while taking increased ownership of complex service issues and live trip operations. As a key member of the team, you will serve as a primary point of contact for customers and internal stakeholders during active trips. You will manage customer concerns, coordinate solutions to operational disruptions, and help ensure a seamless trip experience from start to finish. This role requires strong problem-solving skills, sound judgment, and the ability to remain calm and organized in a fast-paced, real-time operations environment.

Requirements

2–4 years of customer service or operations experience, ideally in logistics, transportation, hospitality, or marketplace environments.
Strong written and verbal communication skills with the ability to manage multiple stakeholders effectively.
Demonstrated problem-solving skills and sound judgment in fast-paced environments.
Experience handling escalated customer situations with professionalism and empathy.
Ability to multitask and prioritize competing tasks while maintaining attention to detail.
Strong organizational and time management skills.
A customer-first mindset with a commitment to delivering exceptional service experiences.

Responsibilities

Respond to customer inquiries via phone and email, delivering timely, professional, and accurate support.
Independently resolve a wide range of customer issues while escalating complex or high-risk cases when appropriate.
Manage and resolve escalated customer concerns, ensuring a positive and professional experience.
Conduct follow-ups with customers to confirm issues are fully resolved.
Document customer interactions, trip updates, and resolutions within CharterUP’s proprietary systems.
Monitor active trips in real time, identifying and addressing potential disruptions such as delays, route changes, or driver issues.
Serve as a primary operational contact for drivers, customers, and internal teams during live trips.
Assess situations quickly and coordinate solutions to minimize service disruptions.
Provide clear and timely updates to customers, drivers, and internal stakeholders.
Partner closely with internal teams including operations, logistics, and account management to resolve service issues.
Coordinate with drivers and transportation partners to ensure trips run smoothly.
Communicate effectively across multiple stakeholders to maintain high service standards.
Identify recurring customer issues and provide feedback that helps improve processes and service delivery.
Share knowledge and best practices with newer team members when needed.
Contribute feedback on operational tools, workflows, and documentation.