Escalations Manager

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.

About the Role

Title: Escalations Manager

Reports to: Sr. Manager of Logistics & Customer Service

Location: Remote

Schedule: 12:00PM-9:00PM EST  (First Month Training Schedule 9:00AM-6:00PM EST)

CharterUP is seeking an Escalations Manager to oversee a team of escalations and complaints specialists, manage their performance, and ensure the timely resolution of complex and high priority customer issues. They also play a key role in process improvement, training, and coordination with other departments.

This role involves managing a team, setting performance goals, overseeing operations and escalations management. The Escalations Manager plays a crucial role in ensuring customer satisfaction, maintaining SLA compliance, and fostering a culture of continuous improvement and customer-first mentality within the team and across the organization.

The role reports to the Sr. Manager of Logistics & Customer Support and is part of the CharterUP Service Operations team.

What You'll Do

• Team Management
  • Manage a team of escalations and complaints specialists, providing training, oversight and support.
  • Set clear performance goals, provide regular feedback, and administer performance evaluations.
  • Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer satisfaction, response time and resolution time. 
  • Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns.
  • Foster an environment of continuous improvement and customer first mentality
• Operations Management
  • Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established.
• Escalations Management
  • Serve as the primary point of contact for complex and high priority customer issues that require escalation. 
  • Ensure escalation resolution results in customer satisfaction and customer retention.
  • Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the Logistics & Customer Support side.. 
  • Reviewing and responding to customer  requests for non-standard documentation, including non-standard requests for COIs,  in line with company policy and after coordinating with appropriate parties.
  • Assist with chargeback research and rebuttals.
• Process Improvement
  • Develop and deploy a training program for Sr. Customer Support Agents to assume primary responsibility for customer escalation calls. 
  • Develop and implement an operating model that enables cross-functional capabilities and maximizes output and efficiency while not compromising customer satisfaction. 
  • Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining.
  • Identify opportunities for cross-functional process alignment and outline recommendations for process design. 
  • Create a loop of feedback into Product Development, Operations, Finance, Sales and other departments

What You'll Bring

• At least 3 years of experience in escalations management.
  • Familiarity with escalation processes and procedures is important. This involves understanding how to effectively handle and resolve high priority or complex customer issues, as well as coordinating with other departments and stakeholders to ensure prompt resolution.
  • The role can be dynamic and challenging. The ability to adapt to changing circumstances, handle pressure, and remain resilient in a fast-paced and demanding environment is important.
• At least 2 years experience in managing direct reports in a customer service or escalations management contact center role.
  • Prior experience in team management or leadership is crucial. This includes skills in providing guidance, support, and coaching to team members, setting performance goals, conducting evaluations, and fostering a positive and collaborative team environment. The ability to motivate and inspire team members to achieve their targets and continuously improve their performance is essential.
  • A strong background in customer service or support is essential. This includes experience in handling escalations, complaints, and complex customer issues. Having a deep understanding of customer needs and expectations will help in effectively managing the team and resolving customer concerns.
  • Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time, is valuable. Understanding how these metrics impact customer satisfaction and retention and using them to drive improvements is essential.
• Process Improvement: Knowledge of process improvement methodologies, such as Six Sigma or Lean, is beneficial. Experience in identifying areas for improvement, analyzing data, and implementing process enhancements to drive efficiency and customer satisfaction is highly valuable.
• Communication and Collaboration: Strong communication and collaboration skills are necessary for effective interaction with team members, stakeholders, and customers. This includes the ability to clearly convey expectations, provide feedback, and build relationships with individuals from diverse backgrounds and departments.
• Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and make data-driven decisions is important. Strong problem-solving skills are necessary to address complex customer issues, identify root causes, and propose effective solutions.

Recruiting process

• Step 1: Video Call with Talent Acquisition
• Step 2: Video Call with Hiring Manager
• Step 3: Video Call with the Team
• 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.