Customer Support Coordinator

Title: Customer Support Coordinator 

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. 

About the Role:
We are looking for an enthusiastic and detail-oriented Customer Service Coordinator to join our growing Service Operations team. This entry-level role focuses on providing outstanding customer support by assisting with inquiries, resolving issues, and ensuring a seamless customer experience. You’ll collaborate with various teams and learn to effectively manage day-to-day customer interactions while gaining valuable skills in a fast-paced, remote-first environment.

Key Responsibilities:

Customer Support & Issue Resolution:

• Respond to customer inquiries via email and phone, providing prompt and accurate assistance.
• Address and resolve common customer issues, escalating complex cases to the appropriate team when necessary.
• Conduct follow-ups to ensure all customer concerns are addressed and resolved.
• Document customer interactions and resolutions in CharterUP’s proprietary software system.

Live Trip Monitoring:

• Act as Live Trip Support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes).
• Assist customers, drivers, or operations teams with urgent support requests.
• Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions.
• Serve as the primary point of contact for drivers, customers, operations teams, and Enterprise Sales during active trips.
• Communicate clear and timely updates to customers and drivers about any trip changes.

Customer Relationship Management:

• Build and maintain positive relationships with customers to ensure satisfaction and retention.
• Educate customers on Department of Transportation (DOT) rules and regulations.
• Follow up with customers to confirm their needs were met after resolving issues.

Operations Coordination:

• Collaborate with internal teams to ensure smooth and efficient customer experiences.
• Track and monitor service requests, escalating operational delays when necessary.

Documentation & Process Adherence:

• Maintain detailed and accurate records of customer interactions in Sprinklr.
• Adhere to company policies, procedures, and service-level agreements (SLAs).

Escalation Management:

• Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution.
• Partner with team leads or managers for escalated support or policy exceptions.
• Provide reassurance and solutions to customers experiencing disruptions.

Continuous Improvement & Learning:

• Stay up-to-date with product updates and service changes.
• Participate in training sessions to enhance customer service strategies and operational knowledge.

Experience and Skills:

• 2+ years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused mindset with a commitment to delivering exceptional service.
• Willingness to adapt to changing priorities and learn new systems or processes.

Recruiting Process:

• Step 1: Video call with Talent Acquisition
• Step 2: Video call interview with Hiring Manager
• Step 3: Final video call interview with team.
• Step 4: Offer & background check