Customer Support Specialist
CharterUP
•Remote
About The Position
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.
Requirements
- 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.
Nice To Haves
- experience in transportation, hospitality, or similar industries is a plus.
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.
Benefits
- Medical, dental, and vision insurance
- Mental health support
- Virtual care
- Gym discounts
- Family-building benefits
- 100% of premiums covered for employees (in the U.S.)
- Paid time off
- 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays (in the U.S.)
- Company-paid life, short-term, and long-term disability insurance where available
- Bonuses for referring top talent
- Long-term financial planning support
- 401(k) plan (U.S.)
- Region-specific savings programs where applicable (International)
- Choice of Mac or PC, plus monitor, keyboard, and mouse
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
