Customer Support Coordinator

Summary

CharterUP is transforming the group transportation and mobility market through an AI-native platform for charter, shuttle, and transit operations. The Customer Support Coordinator provides customer assistance, resolves issues, monitors live trips, coordinates operational responses, and maintains accurate service documentation in a remote-first environment.

Responsibilities

• 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

Skills

• 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
• Flexible to work nights and weekends
• CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming
• 2+ years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus

Qualifications

Must Haves

• 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
• Flexible to work nights and weekends
• CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming

Nice to Haves

• 2+ years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus

Benefits

• Remote-first work model; U.S.-based employees may reside in any of the 19 approved states.
• Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits; in the U.S., 100% of premiums are covered for employees.
• U.S.: 15 paid time off days, increasing to 20 after 2 years, plus 8 paid holidays.
• Company-paid life, short-term, and long-term disability insurance where available.
• Performance-driven culture with a fast-moving, ambitious, and collaborative team that wins together.
• Referral bonuses for bringing top talent to the team.
• Long-term financial planning support; U.S. 401(k) plan.
• Choice of a Mac or PC, plus monitor, keyboard, and mouse.