Customer Support Coordinator

Job description

**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 Us** - 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. **Title:**Customer Support Coordinator **Reports to:**Service Operations Manager **Location:** Remote, US **Shift 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 Coordinator** 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:** - 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 Acquisition - Step 2: Video call interview with Hiring Manager - Step 3: Final video call interview with team. - Step 4: Offer & background check Hourly Rate $26.50—$26.50 USD #### Global Benefits & Perks at CharterUP We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team. - 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. ***CharterUP is an Equal Opportunity Employer.*** *We are committed to creating an inclusive, accessible, and respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know. CharterUP is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.* ***Hiring Locations:** CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.* We hire in the U.S. and Canada and are actively expanding our global footprint.