Customer Support Specialist, L2

CharterUP

Customer Support Specialist resolving customer inquiries and issues for a leading transportation platform. Delivering exceptional service in a remote-first team focused on efficiency and accountability.

Posted 4/30/2026full-timeRemote • Arizona, California, Colorado, Florida, Hawaii, Mississippi, Montana, Nevada, New Hampshire, New York, North Carolina, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, Wyoming • 🇺🇸 United StatesJuniorMid-Level💰 $29 per hourWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

2–4 years of customer service or operations experience, ideally in logistics, transportation, hospitality, or marketplace environments.
Strong written and verbal communication skills with the ability to manage multiple stakeholders effectively.
Demonstrated problem-solving skills and sound judgment in fast-paced environments.
Experience handling escalated customer situations with professionalism and empathy.
Ability to multitask and prioritize competing tasks while maintaining attention to detail.
Strong organizational and time management skills.
A customer-first mindset with a commitment to delivering exceptional service experiences.

Benefits

Comp & perks

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.

ATS Keywords

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Soft Skills

problem-solvingcommunicationorganizational skillstime managementmultitaskingattention to detailcustomer-first mindsetprofessionalismempathystakeholder management