Customer Support Coordinator

CharterUP; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading transportation technology firm is seeking a Customer Support Coordinator (L1) to manage customer inquiries and logistics coordination. This remote role requires strong customer service skills and the ability to thrive in a fast-paced environment. With a competitive hourly rate of $26.25, this position offers a range of benefits including health insurance and 401(k) plans, focusing on flexibility and employee well-being.

Benefits

Comprehensive Health & Wellness

Remote-First Flexibility

Paid time off

401(k) plan

Qualifications

• 1-2 years of customer service or logistics coordination experience.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.

Responsibilities

• Provide inbound call support and resolve customer inquiries.
• Monitor trips and address disruptions.
• Build and maintain positive relationships with customers.

Skills

Customer service experience

Communication skills

Problem-solving skills

Attention to detail

Organizational skills

Job description

Overview

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.

About the Role

Customer Support Coordinator (L1) is an entry-level role within our Service Operations team. You will assist with managing customer inquiries, monitoring live trips, and coordinating logistics solutions to ensure smooth operations. This position is ideal for individuals eager to learn and grow in a fast-paced environment with a focus on delivering exceptional service.

Role Details

Title: Customer Support Coordinator - (L1)

Reports to: Service Operations Manager

Location: Remote

Key Responsibilities

• Customer Support & Issue Resolution: Provide inbound call support; respond to inbound customer inquiries via email with prompt and accurate resolution; conduct outbound calls to resolve customer requests; troubleshoot common issues and escalate complex cases as needed.
• Live Trip Monitoring: Provide end-to-end support during scheduled weekend shifts; monitor trips and address disruptions (delays, cancellations, route changes); serve as the primary contact for customers, drivers, or operations teams; coordinate alternative solutions during unexpected events; communicate clear updates to customers and drivers.
• Customer Relationship Management: Build and maintain positive relationships; educate customers on DOT rules and regulations; follow up to confirm needs were met after resolution.
• Operations Coordination: Collaborate with internal teams to ensure smooth customer experiences; track service requests and escalate delays when necessary.
• Documentation & Process Adherence: Maintain detailed records of customer interactions in the ticketing system; adhere to policies, procedures, and SLAs; escalate critical issues; partner with leads for escalated support; provide reassurance and solutions during disruptions; stay up-to-date with product updates; participate in training to enhance service strategies and operational knowledge.

Qualifications

• 1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or related 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.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Willingness to adapt to changing priorities and learn new systems or processes.

Compensation

Hourly Rate: $26.25 per hour

Benefits & Perks

We believe great people can live anywhere—and they deserve great benefits, too. Benefits may vary by location, with focus on hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.

• Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
• Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of employee premiums. International benefits align with local standards.
• Time Off to Recharge: Paid time off (U.S.: 15 PTO days; 20 days after 2 years) plus holidays. International policies vary by country.
• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
• Performance-Driven Culture: Fast-moving, ambitious, and collaborative team.
• Referral Rewards: Bonuses for bringing top talent to the team.
• Planning for the Future: 401(k) in the U.S.; region-specific savings programs internationally where applicable.
• Top-Tier Tech: Mac or PC, monitor, keyboard, and mouse provided.

Equal Opportunity

CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, medical condition, marital status, veteran status, or any other protected characteristic in accordance with applicable laws. If you require accommodation during the recruitment process, please let us know. CharterUP is committed to providing reasonable accommodations during the hiring process. If you need assistance or an accommodation, please contact your recruiter.