CharterUP

Customer Support

• 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.
• Facilitate Claim Resolution: Conduct objective, unbiased and thorough investigations of post-trip Issue Resolution Claims. Create solutions that balance competing needs and priorities of third party vendors, customers and internal stakeholders.
• 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.
• Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
• 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.

Senior Customer Service Specialist – Escalations

Business Development Rep

• Source, qualify, and close new business opportunities across key customer segments.
• Lead consultative discovery sessions to understand mobility challenges and design tailored solutions.
• Build and present proposals, ROI models, and business cases that quantify operational and ESG benefits.
• Manage RFP/RFQ responses in partnership with Marketing, Operations, and Product.
• Maintain accurate CRM pipeline management and forecasting.
• Translate customer requirements into actionable product and operational solutions.
• Collaborate with Product, Operations, and Engineering to design configurations, integrations, and deployment plans.
• Support pilot launches and ensure successful handoffs to Customer Success and Operations.
• Develop and maintain relationships with key client stakeholders (procurement, transportation directors, HR, etc.).
• Serve as the customer voice to inform product roadmap and feature prioritization.
• Aggregate insights from demos, proposals, and RFPs into structured product feedback.
• Monitor trends in mobility, AI, sustainability, and autonomy to refine market positioning.
• Partner with Marketing to create case studies, client stories, and sales collateral.
• Participate in industry events, webinars, and thought leadership initiatives.
• Identify opportunities for pilot showcases and joint announcements.
• Collaborate cross-functionally to design scalable launch playbooks and operational handoffs.
• Participate in pilot implementation planning and success reviews.
• Ensure customer solutions align with delivery capabilities and financial targets.

Senior Business Development Manager, Transportation & Mobility

Account Manager

• Onboard new partners – Lead setup and integration, ensuring a seamless transition into CharterUP’s ecosystem.
• Train and enable – Develop and deliver training programs (virtual and in-person) to equip partners with the tools and knowledge to succeed.
• Drive account growth – Conduct regular check-ins, track performance, and provide strategic guidance to help partners optimize revenue and scale.
• Provide technical support – Serve as the main point of contact, resolving issues quickly and coordinating with internal teams as needed.
• Build relationships – Act as a consultant and advocate for partner needs, fostering trust and long-term collaboration.
• Collaborate cross-functionally – Work closely with operations, customer support, product, and marketing to identify joint opportunities and improve the partner experience.
• Stay informed – Keep current on industry trends, competitors, and emerging technologies to better advise partners.

Partner Account Manager

• Provide inbound call support and respond to inbound customer inquiries via email, ensuring prompt and accurate resolution.
• Conduct outbound calls to resolve customer requests and troubleshoot common issues related to products, services, or accounts, escalating complex cases.
• Monitor live trips during scheduled weekend shifts, addressing disruptions (delays, cancellations, route changes) and coordinating alternative solutions.
• Serve as primary point of contact for customers, drivers, and operations teams for urgent support requests and communicate clear updates.
• Educate customers on Department of Transportation (DOT) rules and regulations and follow up to confirm needs were met.
• Collaborate with internal teams to track and monitor service requests, escalating operational delays when necessary.
• Maintain detailed and accurate records of customer interactions in ticketing system and adhere to company policies, procedures, and SLAs.
• Escalate critical issues such as service failures or safety concerns to appropriate teams and partner with team leads for resolution.
• Participate in training sessions and stay up-to-date with product updates and service changes to continuously improve service delivery.

Customer Support Coordinator

• Provide inbound call support in both English and French and respond to customer inquiries via email
• Conduct outbound calls in both English and French to resolve customer requests and troubleshoot common issues
• Monitor live trips during scheduled weekend shifts and address disruptions (delays, cancellations, route changes)
• Act as primary point of contact for customers, drivers, and operations teams for urgent support requests
• Coordinate alternative solutions for unexpected events (traffic, vehicle breakdowns, weather) and communicate timely updates
• Build and maintain positive customer relationships, educate customers on DOT rules, and follow up after resolution
• Collaborate with internal teams to ensure smooth customer experiences and track service requests, escalating operational delays when necessary
• Maintain detailed and accurate records of customer interactions in ticketing system and adhere to company policies, procedures, and SLAs
• Escalate critical issues and partner with team leads or managers for escalated support or policy exceptions
• Participate in training sessions, stay up-to-date with product updates, and contribute to continuous improvement

Customer Support Coordinator – Bilingual, English/French

Marketing Analyst

• CharterUP is seeking a Marketing Analyst to build and lead a new capability within the marketing team. This role requires a marketers mindset, a deep understanding of channel performance, and expertise in tools and attribution models specific to modern digital marketing.
You will take full ownership of how we measure and optimize marketing performance, bringing together data from multiple sources to guide cross-channel strategy across SEO, paid media, display, email, events, and emerging marketing programs. You’ll serve as the marketing team’s go-to data expert, empowered to shape decisions through timely insights, reliable reporting, and meaningful recommendations.

What You’ll Do
• Marketing-Embedded Reporting & Dashboards
• Own existing marketing reporting infrastructure and improve it with automation, marketing-specific attribution logic, and campaign-level clarity.
• Define KPIs and success metrics that are marketing-native, not general business analytics.
• Performance Insights & Optimization
• Diagnose trends in SEO, SEM, email, display, and lifecycle campaigns.
• Deliver recommendations that guide budget allocation, targeting strategy, creative testing, and funnel optimization.
• Partner with campaign owners and the CMO to drive weekly and quarterly performance reviews.
• Data Quality & Attribution
• Own the integrity and consistency of marketing performance data across systems.
• Monitor for gaps, inconsistencies, or anomalies - and proactively solve them.
• Evaluate multi-touch attribution models and refine how we measure true marketing impact.
• Tech Stack Management & Integration
• Connect data across GA4,Salesforce Data Cloud, Google Tag Manager, BigQuery, Looker Studio, Tableau, Zapier, and 5Tran.
• Serve as Zapier lead for setting up and maintaining automated data flows between marketing platforms and reporting tools.
• Reimplement GA4 across all CharterUP domains (CUP, SEO, paid) to enable cross-domain tracking, funnel visibility, and accurate channel attribution.
• Forecasting & Strategic Analysis
• Support quarterly planning and KPI target-setting in partnership with the marketing leadership team.
• Conduct deep-dive analyses, from landing page performance to geo/demographic trends, to inform campaign strategy.
• Identify and communicate what’s working - and what’s not - with clarity and confidence.

What You’ll Bring
• 3-5+ years in a dedicated marketing analytics role, not general business/data analytics.
• Demonstrated ability to partner directly with marketing leaders and channel owners to drive measurable impact.
• Deep understanding of marketing funnel metrics, conversion behavior, and performance optimization levers.
• Hands-on expertise with tools: GA4, Salesforce Data Cloud (strongly preferred), Google Tag Manager; Big Query, Tableau, Looker Studio; 5Tran, Zapier
• Strong command of attribution, campaign tracking, and ROI modeling.
• Ability to work independently, prioritize, and drive marketing decisions with minimal oversight
• Exceptional data storytelling skills, especially for non-technical stakeholders

Software Engineer

• Own end-to-end website management — from design mockups and UX/UI improvements to WordPress development, content structure, and performance optimization.
• Develop and customize WordPress themes and plugins to support new features, functionality, and integrations.
• Ensure responsive design and accessibility standards across devices and browsers.
• Collaborate with marketing and product teams to implement campaigns, landing pages, and conversion-optimized flows.
• Implement SEO best practices across design and development, ensuring metadata, internal linking, and site speed support visibility.
• Monitor analytics and performance, leveraging data to improve UX, conversion paths, and overall site effectiveness.
• Manage integrations with third-party tools (e.g., CRM, analytics, marketing automation platforms) to enhance site functionality.
• Stay current on web design trends, WordPress advancements, and digital tools to drive innovation.