If you’ve been searching for a career with a company that values creativity, innovation, and teamwork, consider this your ticket to ride.
CharterUP is on a mission to shake up the fragmented $30 billion group ground transportation industry - with over 10,000 independent charter bus, minibus, and van operators across America. CharterUP is the first online marketplace that connects customers to a network of bus operators from coast to coast, currently holding over 600 operators on the network. Our revolutionary platform makes it possible to book a bus in just 60 seconds – eliminating the stress and hassle of coordinating group transportation for anyone from wedding parties to Fortune 500 companies. We’re introducing transparency, accountability, and accessibility to an industry as archaic as phone books. By delivering real-time availability and pricing, customers can use the CharterUP marketplace to easily compare quotes, vehicles, safety records, and reviews.
We're seeking team members who are revved up and ready to use technology to make a positive impact. As part of the CharterUP team, you'll work alongside some of the brightest minds in the technology and transportation industries. You'll help drive the future of group travel and help raise the bar for service standards in the industry, so customers can always ride with confidence.
But we're not just about getting from point A to point B – CharterUP is also committed to sustainability. By promoting group travel, we can significantly reduce carbon emissions and help steer our planet toward a greener future. In 2022 alone, we eliminated over 1 billion miles worth of carbon emissions with 25 million miles driven.
We’re a remote-first workplace, but we encourage collaboration and connection with hubs in Atlanta, GA and Austin, TX. CharterUP is looking for passionate and driven individuals to join our team and help steer us toward a better future for group transportation. On the heels of a $60 million Series A funding round, we’re ready to kick our growth into overdrive – and we want you to be part of the ride.
About The Role
We are seeking a highly skilled and experienced Sr. Customer Support Specialist to join our dynamic team. This role is crucial in managing and resolving complex customer escalations, ensuring customer satisfaction and retention. As a Senior Customer Support Specialist at CharterUP, you will handle escalated customer issues and complaints, requiring strong conflict resolution and critical thinking skills. You will be the primary point of contact for complex issues, working to ensure timely and effective resolutions while maintaining positive relationships with our customers and vendors.
Title: Senior Customer Support Specialist
Reports to: Escalations Manager
Location: Remote
Shifts: M - F, 10am - 7pm ET; M - F, 11am - 8pm ET
What You'll Do
Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention.
Facilitate Claim Resolution: Conduct objective, unbiased and thorough investigations of post-trip Issue Resolution Claims. Create solutions that balance competing needs and priorities of third party vendors, customers and internal stakeholders.
Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship.
Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting.
Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products.
Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge.
Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores.
Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures.
What You'll Bring
Minimum of 3-5 years of experience in customer service, with at least 2 years in a role specifically focused on handling complex customer escalations
Minimum of 1 year experience working in a 2 sided marketplace.Excellent verbal and written communication skills, including de-escalation techniques
Strong analytical and problem-solving abilities
Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment
Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values
Exceptional attention to detail and organizational skills
Customer-focused mindset with a commitment to providing exceptional service
Ability to work independently and as part of a team
Strong interpersonal skills and the ability to build rapport with customers
Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
Recruiting process
Step 1: Video Call with Recruiter
Step 2: Video Interview with Hiring Manager
Step 3: Video Call with Director, Logistics & Customer Support
Offer & reference check
Welcome aboard!
Compensation
$32.50/hr
Comprehensive benefits plan, including fully subsidized medical insurance for employees
401(k) plan
CharterUP is an Equal Opportunity/Affirmative Action Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.
CharterUP candidates and employees must reside in the following states; Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
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