Sr. Customer Support Specialist, Escalations

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Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

Manage Complex Escalations : Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.

Technical Tools

Customer Support SpecialistCustomer

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.

About the Role

~1 min read

Responsibilities

~2 min read

→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.
→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.
→Customer Success Management: Support VIP and enterprise customers by proactively managing their requests, ensuring a seamless experience, and addressing their specific needs with a high level of service.
→Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
→Proactive Customer Engagement: Identify opportunities to improve customer experience by anticipating needs, offering solutions, and providing proactive communication.
→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.

Experience: 3-5 years in Customer Service, Customer Success, or Account Management, with a strong background in handling escalations, resolving complex customer issues, and fostering long-term customer relationships.
Minimum of 1 year experience working in a two-sided marketplace.
Excellent verbal and written communication skills, including de-escalation techniques.
Proven ability to manage high-volume ticket-based and transactional workflows, with a focus on efficiency, accuracy, and timely resolution.
Strong analytical and problem-solving abilities.
Experience working with VIP and enterprise customers, providing high-touch support.
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.

Step 1 - Video call: Talent Acquisition
Step 2 - Video call: Interview with Hiring Manager
Step 3 - Video call: Final Interview
Step 4 - Offer & background check
Welcome aboard!

Hourly Rate

$67,500—$67,500 USD