Customer Support Specialist

This is a fully remote position, open to applicants in United States, +18 more locations.

📋 Description

• Address customer inquiries through email and phone communications.

• Resolve standard customer issues and escalate more complex cases as needed.

• Conduct follow-ups to ensure that customer concerns are thoroughly addressed.

• Record customer interactions and resolutions using CharterUP’s proprietary software and Sprinklr.

• Monitor live trips during designated weekend shifts.

• Manage delays, cancellations, route modifications, traffic incidents, vehicle malfunctions, and weather-related issues.

• Coordinate alternative solutions during unforeseen events.

• Act as the main point of contact for drivers, customers, operations teams, and Enterprise Sales throughout active trips.

• Provide timely trip updates to both customers and drivers.

• Develop and sustain strong customer relationships.

• Educate customers on DOT regulations and guidelines.

• Collaborate with internal teams and oversee service requests.

• Report service failures and safety issues.

• Work with team leads or managers on escalated support cases and policy exceptions.

• Stay informed about product updates and service modifications.

• Engage in training sessions for professional development.

⛳️ Requirements

• A minimum of 2 years of experience in customer service or logistics coordination.

• Background in transportation, hospitality, or related fields is advantageous.

• Exceptional verbal and written communication skills.

• Strong analytical skills and meticulous attention to detail.

• Ability to maintain composure and professionalism in fast-paced or high-pressure environments.

• Excellent organizational skills and capability to multitask effectively.

• Customer-centric approach with a dedication to outstanding service.

• Willingness to adapt to evolving priorities and learn new systems or procedures.

• Flexibility to work evenings and weekends as required.

• U.S.-based candidates must reside in one of the approved states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, or Wyoming.

🏝️ Benefits

• Remote-first work environment.

• Comprehensive medical, dental, and vision insurance.

• Support for mental health and wellness.

• Access to virtual healthcare services.

• Discounts for gym memberships.

• Family-building assistance.

• Full coverage of employee health insurance premiums in the U.S.

• 15 PTO days in the U.S., increasing to 20 after 2 years of service.

• 8 paid holidays observed in the U.S.

• Company-paid life, short-term, and long-term disability insurance where available.

• Referral bonuses for employee recommendations.

• Support for long-term financial planning.

• 401(k) plan available in the U.S.

• Region-specific savings programs available internationally.

• Option to choose between Mac or PC, along with monitor, keyboard, and mouse.

• Flexible work arrangements to suit individual needs.