Customer Support Specialist L2

CharterUP is hiring a Remote Customer Support Specialist L2 to join its Service Operations team. CharterUP is a transportation technology company that supports charter, shuttle, and group transportation operations through real-time availability, pricing, routing, dispatch, and optimization tools.

This remote role is ideal for someone with customer service, operations, logistics, transportation, hospitality, or marketplace experience. The position requires strong communication, problem-solving, multitasking, and the ability to stay calm during fast-moving service issues.

What You’ll Do

As a Customer Support Specialist L2, you will respond to customer inquiries by phone and email. You will help resolve customer concerns, document updates, and escalate complex or high-risk cases when needed.

You will also conduct follow-ups to confirm that issues have been fully resolved. Strong documentation skills are important because this role requires accurate notes in CharterUP’s internal systems.

Live Trip Support

This role includes real-time trip monitoring. You will help identify and respond to delays, route changes, driver issues, and other service disruptions.

You may serve as a primary contact for customers, drivers, and internal teams during active trips. This requires quick decision-making, strong judgment, and clear communication.

You will also coordinate with transportation partners, logistics teams, account management, and operations teams to help trips run smoothly.

Skills and Experience

CharterUP is looking for candidates with 2 to 4 years of customer service or operations experience. Experience in logistics, transportation, hospitality, or marketplace environments is preferred.

The ideal candidate should have strong written and verbal communication skills, sound judgment, excellent organization, and the ability to manage multiple stakeholders. Experience handling escalated customer situations is also important.

Schedule and Hiring Process

This role requires flexibility to work nights and weekends. The first six weeks of training may also have a varying schedule.

The recruiting process includes a talent acquisition video call, hiring manager video call, team interviews, offer, and background check.

Benefits

CharterUP offers a remote-first work model, health and wellness benefits, paid time off, paid holidays, life and disability insurance, 401(k), referral rewards, and company-provided tech equipment. U.S.-based employees may need to live in one of CharterUP’s approved hiring states, including Tennessee.

This Remote Customer Support Specialist L2 role is best for someone who enjoys customer support, real-time operations, logistics coordination, live issue resolution, and fast-paced problem-solving.