Customer Support Specialist L2 at CharterUP in Remote

About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events. Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale. Why Join Us Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change. Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no better time to join our dynamic, growth-stage organization. Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX. Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability. Title:Customer Support Specialist L2 Reports to:Service Operations Manager Location: Remote, US Shift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary. CharterUP is seeking a proactive and detail-oriented Customer Support Specialist, Level 2 to join our growing Service Operations team. In this role, you will deliver exceptional customer support while taking increased ownership of complex service issues and live trip operations. As a key member of the team, you will serve as a primary point of contact for customers and internal stakeholders during active trips. You will manage customer concerns, coordinate solutions to operational disruptions, and help ensure a seamless trip experience from start to finish. This role requires strong problem-solving skills, sound judgment, and the ability to remain calm and organized in a fast-paced, real-time operations environment. What You’ll Do Customer Support & Issue Resolution 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. Live Trip Monitoring & Operational Support 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. Collaboration & Coordination 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. Process Improvement & Team Support 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. What You’ll Bring 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. Recruiting Process Step 1 - Video call: Talent Acquisition interview Step 2 - Video call: Hiring Manager interview Step 3 - Video call: Team interviews Step 4 - Offer & Background Check Welcome aboard! Hourly Rate $28.85—$28.85 USD Global Benefits & Perks at CharterUP We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team. 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. CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws in the United States and Canada. If you require accommodation during the recruitment process, please let us know. CharterUP is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter. Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming. We hire in the U.S. and Canada and are actively expanding our global footprint.