Customer Support Specialist L2

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 docu ... (truncated, view full listing at source)