Sr. Customer Service Specialist - Escalations

About CharterUP. CharterUP is transforming the $30 billion group transportation industry with cutting-edge technology and innovative SaaS software, delivering an industry-leading experience for both customers and operators. Trusted by most Fortune 500 companies, our platform connects users to thousands of charter bus and minibus operators nationwide. In just 60 seconds, customers can access real-time availability, transparent pricing, and detailed vehicle options—whether organizing a corporate event, a company shuttle, or a wedding. By streamlining what was once a fragmented and stressful process, CharterUP brings transparency, accountability, and efficiency to an industry overdue for innovation

With CharterUP, group transportation is no longer a hassle but an elevated, reliable experience. Join us as we lead the future of group travel.

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: Senior Customer Support Specialist, Escalations

Reports to: Escalations Manager

Location: Remote 

Shift details:  Tuesday through Saturday, 1pm-10pm

About the Role

We are seeking a highly skilled and experienced Sr. Customer Service Specialist to join our dynamic team. This role is crucial in managing and resolving complex customer escalations, ensuring customer satisfaction and retention. As a Senior Customer Support Specialist at CharterUP, you will handle escalated customer issues and complaints, requiring strong conflict resolution and critical thinking skills. You will be the primary point of contact for complex issues, working to ensure timely and effective resolutions while maintaining positive relationships with our customers and vendors.

Key Responsibilities:

• Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention.
• Facilitate Claim Resolution: Conduct objective, unbiased and thorough investigations of post-trip Issue Resolution Claims. Create solutions that balance competing needs and priorities of third party vendors, customers and internal stakeholders.
• Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship.
• Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
• Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting.
• Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products. 
• Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores.
• Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures.

Experience and Expertise

• Minimum of 3-5 years of experience in customer service, with at least 2 years in a role specifically focused on handling complex customer escalations
• Minimum of 1 year experience working in a 2 sided marketplace.Excellent verbal and written communication skills, including de-escalation techniques
• Strong analytical and problem-solving abilities
• Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment
• Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values
• Exceptional attention to detail and organizational skills
• Customer-focused mindset with a commitment to providing exceptional service
• Ability to work independently and as part of a team
• Strong interpersonal skills and the ability to build rapport with customers
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously

Recruiting Process

• Step 1 - Video call: Talent Acquisition
• Step 2 - Video call: Interview with Hiring Manager
• Step 3 - Video call: Final Interview with Director, Logistics & Customer Support
• Step 4 - Offer & reference check
• Welcome aboard!

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.

• Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. 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.