Customer Support Specialist

About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.Why Join UsInnovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no better time to join our dynamic, growth-stage organization.Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.Title:Customer Support SpecialistReports to:Service Operations ManagerLocation: Remote, USShift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary. About the Role: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.Key Responsibilities:Customer Support & Issue Resolution: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.Live Trip Monitoring: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.Customer Relationship Management: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.Operations Coordination:Collaborate with internal teams to ensure smooth and efficient customer experiences.Track and monitor service requests, escalating operational delays when necessary.Documentation & Process Adherence:Maintain detailed and accurate records of customer interactions in Sprinklr.Adhere to company policies, procedures, and service-level agreements (SLAs).Escalation Management: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.Continuous Improvement & Learning:Stay up-to-date with product updates and service changes.Participate in training sessions to enhance customer service strategies and operational knowledge.Experience and Skills: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.Recruiting Process:Step 1: Video call with Talent AcquisitionStep 2: Video call interview with Hiring ManagerStep 3: Final video call interview with Sr. Manager, Logis