Customer Support Specialist

Job Description

Customer Support Specialist | Resonance CX Partners

The Tone:
This is an entry-level, remote role at CharterUP, which is transforming the group transportation and mobility market with an AI-native platform. This position is central to providing exceptional customer support, resolving inquiries, and ensuring a seamless experience for customers utilizing their services. The role involves managing day-to-day customer interactions and contributing to the company’s growth in a remote-first environment.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Remote, US
• Team: Reports to Service Operations Manager.
• Mission: Assist with inquiries, resolve issues, and ensure a seamless customer experience by supporting group transportation operations.
• Tech Stack: CharterUP’s proprietary software system, Sprinklr

What You’ll Actually Do
• Customer Support: Respond to customer inquiries via email and phone, providing accurate assistance and resolving common issues.
• Trip Monitoring: Act as Live Trip Support during scheduled weekend shifts, addressing disruptions like delays, cancellations, or route changes.
• Relationship Management: Build and maintain positive relationships with customers, ensuring satisfaction and educating them on Department of Transportation rules.
• Operations Coordination: Collaborate with internal teams to ensure smooth customer experiences and track service requests.
• Issue Escalation: Escalate critical issues, such as service failures or safety concerns, to appropriate teams for prompt resolution.

The Must-Haves
• Background: Others, with an emphasis on being enthusiastic and detail-oriented.
• Experience: Assisting with customer inquiries and issue resolution in a remote environment, including managing active trip disruptions.
• Skills: Detail-oriented, effective verbal and written communication, problem-solving, adherence to policies and service-level agreements.