Customer Support Specialist

This is a fully remote position, open to applicants in Arizona, +17 more states.

📋 Description

• Respond to customer inquiries through email and phone, ensuring prompt and accurate support.

• Handle and resolve common customer issues, escalating complex situations to the relevant team as needed.

• Perform follow-ups to confirm that all customer concerns are adequately addressed and resolved.

• Record customer interactions and resolutions in CharterUP’s proprietary software system.

• Serve as Live Trip Support during scheduled weekend shifts, overseeing trips and managing disruptions (e.g., delays, cancellations, route modifications).

• Provide urgent assistance to customers, drivers, or operations teams as required.

• Manage unforeseen events (e.g., traffic, vehicle malfunctions, weather conditions) by coordinating alternative solutions.

• Foster and maintain positive relationships with customers to enhance satisfaction and retention.

• Inform customers about Department of Transportation (DOT) rules and regulations.

• Follow up with customers to ensure their needs were met after resolving issues.

• Collaborate with internal teams to guarantee seamless and efficient customer experiences.

• Keep detailed and accurate records of customer interactions in Sprinklr.

• Comply with company policies, procedures, and service-level agreements (SLAs).

⛳️ Requirements

• 0-2 years of experience in customer service or logistics coordination; experience in transportation, hospitality, or related fields is an advantage.

• Exceptional verbal and written communication abilities.

• Strong problem-solving skills and keen attention to detail.

• Capability to remain calm and professional in fast-paced or high-pressure environments.

• Strong organizational skills with the ability to multitask efficiently.

• A customer-centric attitude with a dedication to providing outstanding service.

• Openness to adapting to shifting priorities and learning new systems or processes.

🏝️ Benefits

• Flexible Work Model: CharterUP operates as a remote-first organization, with some roles requiring regular in-office attendance based on team and business necessities.

• 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.

• Time Off to Recharge: Paid time off to ensure you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays.

• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where applicable.

• Performance-Driven Culture: Join a dynamic, ambitious, and collaborative team that achieves success together.

• Referral Rewards: Receive bonuses for introducing top talent to the team.

• Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan.

• Top-Tier Tech: Choose between a Mac or PC, along with a monitor, keyboard, and mouse to get started swiftly.