CharterUP

Compliance

• Own the compilation, analysis, and visualization of operational data building Tableau dashboards and reporting frameworks to identify opportunities, monitor KPIs, and support executive decision making.
• Deliver actionable insights to executive leadership, ensuring data informs daily execution and long-term strategy.
• Advanced ability to manipulate, clean, and interpret large datasets; experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred. Must be able to build dashboards and explain analytical reasoning in detail.
• Serve as the VP’s operational extension—taking tactical execution and operational oversight off their plate.
• Drive cross-functional priorities with discipline, ensuring initiatives are executed with rigor and leadership bandwidth is preserved.
• Lead a distributed team of managers and supply specialists, ensuring leaders under you are aligned, supported, and held accountable.
• Set clear expectations, track performance, and consistently drive improvement against KPIs for productivity, efficiency, and SLA attainment.
• Identify and execute strategies to improve operational efficiency and margin attainment, including new tools, automation, and process redesign.
• Drive initiatives focused on reducing service failures and improving provider capacity through rigorous data analysis and continuous improvement.
• Build region-specific margin strategies through cross-functional collaboration with Service Operations and Data Science.
• Strengthen pricing integrity controls to ensure vendor pricing aligns with market standards and supports wholesale margins.
• Provide senior leadership to the compliance function, ensuring vendor adherence to company policies, contractual obligations, and operational standards.
• Oversee programs to strengthen delivery reliability and risk management.

Director of Operations – Vendor Compliance

Customer Support

• Provide inbound call support in both English and French
• Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution.
• Conduct outbound calls in both English and French to resolve customer requests as needed.
• Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team.
• Provide end to end 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 and serve as the primary point of contact.
• Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions.
• Communicate clear and timely updates to customers and drivers about any trip changes.
• 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.
• Collaborate with internal teams to ensure smooth and efficient customer experiences.
• Track and monitor service requests, escalating operational delays when necessary.
• Maintain detailed and accurate records of customer interactions in ticketing system.
• Adhere to company policies, procedures, and service-level agreements (SLAs).
• 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.
• Stay up-to-date with product updates and service changes.

Customer Support Specialist – Bilingual, English/French

Account Executive

• Hit and exceed every metric. Own performance against conversion rates, revenue targets, outbound and inbound activity, repeat bookings, and overall account growth.
• Manage a high volume of inbound leads while driving outbound reactivation and expansion efforts to capture repeat and new business.
• Leverage CharterUP’s proprietary marketplace technology to create tailored, accurate trip quotes that minimize friction in the booking process.
• Execute disciplined call patterns to maintain conversion velocity and follow-up consistency.
• Build urgency, rapport, and trust in every interaction, closing decisively through confident communication and assumptive sales techniques.
• Drive repeat business by identifying high-value accounts, expanding relationships over time, and turning one-time bookings into repeat relationships.
• Apply call control, objection handling, and active listening to diagnose customer needs and drive efficient bookings.
• Escalate only when needed, solve problems directly, and push through roadblocks to deliver outcomes.
• Use sound judgment and data to decide where to focus for highest yield.
• Detect and stop low-value activity early to protect revenue through commercial acumen.
• Maintain complete accuracy in quoting, CRM updates, and call documentation, ensuring operational precision across systems including Salesforce, Outreach, G-Suite, Slack, and proprietary tools.
• Collaborate with peers and leadership on post-mortems and performance reviews to refine tactics and improve execution.

Inside Sales Representative – Bilingual EN/FR

Client Partner

Client Solutions Partner – Sales

• 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.

Senior Customer Support Specialist, Escalations

• 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.
• 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.
• 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.
• Collaborate with internal teams to ensure smooth and efficient customer experiences.
• Track and monitor service requests, escalating operational delays when necessary.
• Maintain detailed and accurate records of customer interactions in Sprinklr.
• Adhere to company policies, procedures, and service-level agreements (SLAs).
• 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.
• Stay up-to-date with product updates and service changes.
• Participate in training sessions to enhance customer service strategies and operational knowledge.

Customer Support Specialist

Operations

• Manage Weekly Launch Intake: Work cross-functionally with Sales and Sourcing to manage and enforce the weekly launch process based on available team resources (Enterprise Account Coordinators, OCs, Tech).
• Develop Process Documentation: Systematically review and document all critical Enterprise Account Coordinators and operational workflows (e.g., launches, urgent requests, contract sunsets) to create and enforce standardized SOPs.
• Ensure Operational Readiness: Oversee the setup and kick-off of all new Enterprise contracts, requiring evidence of full operator compliance and system integration (GPS, CoachRail).
• Drive Accountability: Establish and enforce clear performance and operational metrics for Enterprise Account Coordinators, shifting focus from 'answering questions' to autonomy, efficiency, and proactive performance management.
• Coach for Autonomy: Define a clear escalation process, coaching the team to solve most operational and client issues independently to reduce management dependency.
• Define Outcomes: Provide coaching and performance feedback based on measurable outcomes, such as time-to-launch and resolution time for operational issues.
• Instill Data Culture: Implement consistent standards for data quality and usage, training the team to leverage metrics to identify and address systemic operator weaknesses.
• Audit: Lead the consistent auditing of service incidents and Enterprise Account Coordinator workflows to identify trends in failures and drive team-wide learning opportunities.
• Improve Processes: Identify and resolve operational pain points and leverage technology to reduce manual work (e.g., updating SOP’s, improving user system automations).
• Respond to High-Level Escalations: Act as a senior point of contact for high-priority or at-risk clients, stepping in when service disruptions or escalations require leadership intervention.
• Manage Vendor Accountability: Manage highly sensitive issues with strategic bus operators, ensuring accountability for failures and maintaining professional service expectations.
• Travel: Ability to travel up to 25% to oversee client launches, conduct operator site evaluations, and provide leadership presence during high-stakes service events.

Manager, Enterprise Account Operations

• Own Complex Enterprise Deals
• Lead the full sales cycle from prospecting through close, including RFP responses, MSA negotiations, and long-term contracts
• Lead outbound and inbound sales efforts across a diverse set of verticals, including sports and live events, municipalities, K–12 and higher education, travel and destination management, and large enterprise accounts.
• Close high-value contracts ($250K+ ARR) where transportation is mission-critical
• Sell with Operational Credibility
• Serve as a subject-matter expert on group transportation logistics
• Partner with Operations to design and validate solutions involving scheduling and routing, parking and staging, rider flow and on-site logistics, multi-day and large-scale event coordination
• Set clear expectations with customers and ensure smooth handoff post-sale.
• Build & Expand Enterprise Relationships
• Develop targeted outbound strategies within enterprise events and institutional verticals
• Build relationships across procurement, operations, and executive leadership
• Expand revenue within existing accounts through account management and expansion.
• Stay Close to the Market
• Monitor trends across large-scale events, public-sector transportation, and enterprise shuttle programs
• Share market feedback with leadership to inform product, pricing, and operational strategy.