Customer Support Specialist

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