CharterUP

Customer Support

• Respond to customer inquiries via phone and email, delivering timely, professional, and accurate support.
• Independently resolve a wide range of customer issues while escalating complex or high-risk cases when appropriate.
• Manage and resolve escalated customer concerns, ensuring a positive and professional experience.
• Conduct follow-ups with customers to confirm issues are fully resolved.
• Document customer interactions, trip updates, and resolutions within CharterUP’s proprietary systems.
• Monitor active trips in real time, identifying and addressing potential disruptions such as delays, route changes, or driver issues.
• Serve as a primary operational contact for drivers, customers, and internal teams during live trips.
• Assess situations quickly and coordinate solutions to minimize service disruptions.
• Provide clear and timely updates to customers, drivers, and internal stakeholders.
• Partner closely with internal teams including operations, logistics, and account management to resolve service issues.
• Coordinate with drivers and transportation partners to ensure trips run smoothly.
• Communicate effectively across multiple stakeholders to maintain high service standards.
• Identify recurring customer issues and provide feedback that helps improve processes and service delivery.
• Share knowledge and best practices with newer team members when needed.
• Contribute feedback on operational tools, workflows, and documentation.

Customer Support Specialist, L2

Full-stack Engineer

• Design and build systems that power dynamic pricing, marketplace matching, and auction workflows, using modern and AI-assisted development practices
• Develop high-quality full-stack applications (React, Vue) and backend services (Java), enabling scalable and reliable marketplace operations
• Implement and optimize pricing logic, bidding mechanisms, and supply-demand balancing, incorporating data-driven and AI-informed approaches where appropriate
• Ensure scalability, reliability, and performance of marketplace systems through robust architecture and AWS-based infrastructure
• Collaborate cross-functionally with product, data, and business teams to refine pricing strategies and identify opportunities to enhance marketplace efficiency using AI

Customer Support Specialist, L2

Senior Software Engineer - Pricing