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: Customer Support Specialist Logistics - (L1)
Reports to: Escalations Manager
Location: Remote
Shift details: Saturday - Wednesday, 8am - 5pm EST
About the Role:
We are seeking a detail-oriented and customer-focused Logistics Coordinator (L1) to join our growing Service Operations team. In this entry-level role, you’ll assist with managing customer inquiries, monitoring live trips, and coordinating logistics solutions to ensure smooth operations. This role is ideal for individuals eager to learn and grow in a fast-paced environment with a focus on delivering exceptional service.
Key Responsibilities:
Customer Support & Issue Resolution:
- Respond to inbound customer inquiries via email, ensuring prompt and accurate resolution.
- Conduct outbound calls to resolve customer requests as needed.
- Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team.
- Provide inbound call support during high-volume periods.
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:
- 0-2 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 Director, Logistics & Customer Support
- Step 4: Offer & reference check
Welcome aboard!
Compensation:
$55,000—$55,000 USD
CharterUP is an Equal Opportunity/Affirmative Action Employer. We make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, veteran status, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.
CharterUP candidates and employees must reside in any 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.
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What We Do
CharterUP is the world’s largest bus‑booking platform—an AI‑powered marketplace and operating system for group transit. We let organizations book vehicles in minutes with instant pricing, real‑time availability, and transparent operator selection across a vetted network of 500+ operators and 6,000+ vehicles in all 50 states and Canada. Customers manage trips end‑to‑end with Rider and Driver apps for live tracking, seat reservations, passenger management, and automated updates, and can license a white‑label solution to run ongoing shuttle programs under their own brand. From daily employee shuttles and campus routes to major events, construction logistics, and emergency response, CharterUP pairs nationwide scale with modern software to make complex transportation simple, reliable, and auditable.
Why Work With Us
CharterUP is the world’s largest bus‑booking platform - an AI‑powered, self‑serve marketplace and OS for group transit - uniting 500+ operators and 6,000+ vehicles across the U.S. & Canada. We move fast, give you ownership of outsized problems, and deliver. Help modernize an under‑innovated industry, win big with results, and grow at startup speed.
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