Customer Support Specialist L2

United StatesRemotemid

Customer Support SpecialistCustomer

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Quick Summary

Overview

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.

Technical Tools

customer-support

What We Offer

~3 min read

✓Innovative 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.

✓Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. U.S.-based employees may reside in any of our 19 approved states.

✓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. International benefits align with local standards.

✓Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.

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

✓Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.

✓Referral Rewards: Earn bonuses for bringing top talent to the team.

✓Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.

✓Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

Responsibilities

~1 min read

→Respond to customer inquiries via phone and email, delivering timely, professional, and accurate support.
→Independently resolve a wide range of customer issues while escalating complex or high-risk cases when appropriate.
→Manage and resolve escalated customer concerns, ensuring a positive and professional experience.
→Conduct follow-ups with customers to confirm issues are fully resolved.
→Document customer interactions, trip updates, and resolutions within CharterUP’s proprietary systems.

Monitor active trips in real time, identifying and addressing potential disruptions such as delays, route changes, or driver issues.
Serve as a primary operational contact for drivers, customers, and internal teams during live trips.
Assess situations quickly and coordinate solutions to minimize service disruptions.
Provide clear and timely updates to customers, drivers, and internal stakeholders.

Partner closely with internal teams including operations, logistics, and account management to resolve service issues.
Coordinate with drivers and transportation partners to ensure trips run smoothly.
Communicate effectively across multiple stakeholders to maintain high service standards.

Identify recurring customer issues and provide feedback that helps improve processes and service delivery.
Share knowledge and best practices with newer team members when needed.
Contribute feedback on operational tools, workflows, and documentation.

2–4 years of customer service or operations experience, ideally in logistics, transportation, hospitality, or marketplace environments.
Strong written and verbal communication skills with the ability to manage multiple stakeholders effectively.
Demonstrated problem-solving skills and sound judgment in fast-paced environments.
Experience handling escalated customer situations with professionalism and empathy.
Ability to multitask and prioritize competing tasks while maintaining attention to detail.
Strong organizational and time management skills.
A customer-first mindset with a commitment to delivering exceptional service experiences.

Step 1 - Video call: Talent Acquisition interview
Step 2 - Video call: Hiring Manager interview
Step 3 - Video call: Team interviews
Step 4 - Offer & Background Check
Welcome aboard!

Hourly Rate

$28.85—$28.85 USD