Operations Coordinator

Summary

CharterUP is transforming group transportation and mobility through an AI-native platform for charter, shuttle, and transit operations. The Operations Coordinator provides customer support, coordinates transportation providers, monitors active trips, resolves operational issues, and maintains accurate service documentation in a remote-first environment.

Responsibilities

• Audit upcoming trips to ensure all required trip details are complete and accurate prior to service
• Respond to incoming phone calls and emails from transportation providers, addressing questions and resolving operational issues
• Source, negotiate, and secure last-minute transportation (LMT) providers to maintain service commitments
• Coordinate with providers to resolve scheduling conflicts, trip changes, cancellations, and service disruptions
• Escalate complex operational issues to the appropriate internal teams while ensuring timely follow-up and resolution
• Partner closely with the L&CS, Sales, and Operations teams to resolve issues impacting customers and providers
• Monitor active trips and proactively communicate updates related to delays, provider changes, or operational challenges
• Maintain accurate documentation of provider communications, trip updates, and resolutions within internal systems
• Prepare weekly operational reports and provide updates to Regional Leads on provider performance and recurring issues
• Follow established operational procedures and service-level expectations while identifying opportunities to improve workflows and provider experience

Skills

• Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary
• 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
• 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

• Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary
• 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
• 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 PTO days, increasing to 20 after 2 years, plus 8 paid holidays.
• Company-paid life, short-term, and long-term disability insurance where available.
• Bonuses for referring 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.