Customer Support Coordinator - Bilingual (English/French)

CharterUp, LLC.; Canada; Remote; CAD 45,000; Full time

Job summary

An innovative company is seeking a detail-oriented Customer Support Coordinator to join their dynamic Service Operations team. This entry-level role is perfect for individuals eager to learn and grow in a fast-paced environment. You'll assist with managing customer inquiries, monitoring live trips, and ensuring smooth operations. Join a forward-thinking organization that values collaboration and offers remote flexibility, comprehensive health benefits, and a supportive team culture. If you're passionate about delivering exceptional service and want to be part of a company that's revolutionizing group travel, this is the opportunity for you.

Benefits

Remote Flexibility

Full Health & Wellness Coverage

15 days PTO

Company-provided life insurance

401(k) retirement plan

Tech Setup

Qualifications

• 1-2 years of customer service or logistics coordination experience preferred.
• Fluent in both English and French is a must.

Responsibilities

• Manage customer inquiries and provide support in both English and French.
• Monitor live trips and coordinate logistics solutions.

Skills

Bilingual (English and French)

Customer Service

Problem-Solving

Communication Skills

Organizational Skills

Tools

Ticketing System

Job description

Canada/Remote

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: We are seeking a detail-oriented and customer-focused Customer Support Coordinator (L1) to join our growing Service Operations team in Quebec. 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:

• Provide inbound call support in both English and French.
• Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution.
• Conduct outbound calls in both English and French to resolve customer requests as needed.
• Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team.

Live Trip Monitoring:

• Provide end-to-end 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 and serve as the primary point of contact.
• Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions.
• 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 ticketing system.
• Adhere to company policies, procedures, and service-level agreements (SLAs).
• 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.
• Stay up-to-date with product updates and service changes.
• Participate in training sessions to enhance customer service strategies and operational knowledge.

Experience, Skills, and Requirements:

• Fluent in both English and French.
• 1-2 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.

Compensation:

$45,000 - $45,000 CAD

Benefits & Perks: We take care of our team so you can focus on doing your best work. At CharterUP, you'll get:

• Remote Flexibility: Work from any of our 19 live/work states, with role-dependent exceptions.
• Full Health & Wellness Coverage: 100% of premiums paid for medical, dental, and vision plans for employees - including mental health resources, Teledoc, gym discounts, and family planning benefits.
• Time to Recharge: 15 days PTO (increases to 20 after 2yrs) + 8 paid holidays so you can actually unplug.
• Financial Security: Company-provided life insurance, as well as short-term and long-term disability for employees who qualify.
• Winning Culture: Join a high-performing, fast-paced, and supportive team that wins together.
• Referral Bonuses: Get rewarded for bringing top talent to the team.
• Future Planning: 401(k) retirement plan to help you invest in what’s next.
• Tech Setup: Your choice of Mac or PC laptop, plus monitor, keyboard, and mouse.

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.