Note: The job is a remote job and is open to candidates in USA. CharterUP is transforming the group transportation and mobility market through an AI-native platform for charter, shuttle, and transit operations. The Customer Support Coordinator provides customer assistance, resolves issues, monitors live trips, coordinates operational responses, and maintains accurate service documentation 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
Skills
- 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
- Flexible to work nights and weekends
- CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming
- 2+ years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus
Benefits
- Remote-first work model; U.S.-based employees may reside in any of the 19 approved states.
- Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits; in the U.S., 100% of premiums are covered for employees.
- U.S.: 15 paid time off days, increasing to 20 after 2 years, plus 8 paid holidays.
- Company-paid life, short-term, and long-term disability insurance where available.
- Performance-driven culture with a fast-moving, ambitious, and collaborative team that wins together.
- Referral bonuses for bringing top talent to the team.
- Long-term financial planning support; U.S. 401(k) plan.
- Choice of a Mac or PC, plus monitor, keyboard, and mouse.
Company Overview