Customer Support Specialist

CharterUP

Customer Support Specialist at CharterUP assisting with customer inquiries and ensuring seamless customer experiences. Collaborating with various teams in a fast-paced remote-first environment.

Posted 6/25/2026full-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💰 $27 per hourWebsite

About the role

Key responsibilities & impact

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.
Build and maintain positive relationships with customers to ensure satisfaction and retention.
Educate customers on Department of Transportation (DOT) rules and regulations.
Collaborate with internal teams to ensure smooth and efficient customer experiences.
Maintain detailed and accurate records of customer interactions in Sprinklr.
Adhere to company policies, procedures, and service-level agreements (SLAs).

Requirements

What you’ll need

0-2 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.

Benefits

Comp & perks

Flexible Work Model: CharterUP operates as a remote-first company.
Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits.
Time Off to Recharge: Paid time off so you can truly unplug.
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.
Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

verbal communicationwritten communicationproblem-solvingattention to detailorganizational skillsmultitaskingcustomer-focused mindsetadaptabilityprofessionalismrelationship building