Sr. Customer Support Specialist

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Company Overview

CharterUP is shaping the future of the $30 billion group transportation industry by employing cutting-edge technology and innovative SaaS software. Their mission is to transform group transportation by providing both customers and operators with an exceptional experience. CharterUP’s platform connects users with thousands of charter bus and minibus operators across the country. In just 60 seconds, users can access real-time availability, transparent pricing, and detailed vehicle options, whether for corporate events, shuttles, or weddings. This streamlined approach brings much-needed transparency, accountability, and efficiency to the industry, making group transportation a hassle-free experience for customers.

Job Position: Sr. Customer Support Specialist

Role Overview

The Sr. Customer Support Specialist position is crucial. Reporting to the Escalations Manager, this role operates in a remote shift environment from Monday to Friday, 9 AM - 6 PM EST. Applicants should possess strong conflict resolution and critical thinking skills, as this position involves managing and resolving escalated customer issues and providing support to VIP and Enterprise accounts.

Key Responsibilities

• Manage Complex Escalations: Handle escalated customer complaints and inquiries, ensuring their resolution in a timely and effective manner. You will be the primary point of contact for these complex issues.

• Customer and Vendor Interaction: Direct communication with customers and vendors via phone, email, and chat. Address their needs and maintain positive relationships.

• Customer Success Management: Proactively manage requests for VIP and enterprise customers, ensuring high levels of service and seamless experiences.

• Problem-Solving: Analyze customer issues to identify root causes and collaboratively implement solutions with internal departments.

• Proactive Customer Engagement: Always look for opportunities to enhance customer experiences and communicate effectively with clients.

• Documentation: Keep precise records of all customer interactions, resolutions, and follow-ups using CharterUP’s proprietary system.

• Continuous Improvement: Suggest process and policy enhancements based on customer feedback trends.

• Training and Support: Help guide junior team members in difficult situations and partake in skills improvement sessions.

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• Performance Metrics: Monitor KPIs related to escalations, report on these metrics, and ensure adherence to company protocols.

Required Skills

The ideal candidate for the Sr. Customer Support Specialist position will possess:

• 3-5 years of experience in Customer Service, Customer Success, or Account Management.
• Proven skills in handling escalated customer issues within a high-volume ticket environment.
• A minimum of 1 year of experience working within a two-sided marketplace.
• Excellent verbal and written communication abilities, including de-escalation methods.
• Strong analytical capabilities coupled with effective problem-solving skills.
• Expertise in high-touch support for VIP and enterprise customers.
• A calm demeanor capable of functioning under pressure in a dynamic environment.
• Exceptional attention to detail with a focus on customer service excellence.
• Flexibility to tackle changing priorities and manage multiple tasks effectively.

Compensation

The salary for the Sr. Customer Support Specialist role is set at $67,500 USD, offering a competitive range in line with industry standards. CharterUP also prides itself on being an Equal Opportunity/Affirmative Action Employer, promoting diversity and inclusion in all hiring practices.

Job Application Process

The recruiting process generally involves four steps:

1. Initial video call with Talent Acquisition.
2. Second video call interview with the Hiring Manager.
3. A final video call interview with the Director of Logistics & Customer Support.
4. Offer extended and reference checks conducted.

Conclusion

This role at CharterUP offers a fantastic opportunity for candidates interested in a challenging and rewarding customer support environment. Being part of a company focused on innovation in group transportation, candidates will experience growth potential alongside the company's very dynamic and driven team. Join CharterUP and help spearhead the evolution of group travel, ensuring an elevated and reliable experience for countless consumers.

This job offer was originally published on himalayas.app