Customer Support Specialist
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Job Description
Customer Support Specialist assisting with inquiries and resolving issues for CharterUP's customer base. Collaborate with various teams to deliver a seamless customer experience in a remote-first environment.
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.
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.
Benefits:
- Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
- 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.
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