Note: The job is a remote job and is open to candidates in USA. CharterUP is transforming the group transportation and mobility market with an AI native platform. They are seeking a detail-oriented and customer-focused Bilingual Customer Support Specialist to assist with managing customer inquiries and ensuring smooth operations.
Responsibilities
- 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
- 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
- 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
- Collaborate with internal teams to ensure smooth and efficient customer experiences
- Track and monitor service requests, escalating operational delays when necessary
- 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
Skills
- 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
Benefits
- Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility.
- 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 premiums for employees. International benefits align with local standards.
- Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid 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: Join a fast-moving, ambitious, and collaborative team that wins together.
- Referral Rewards: Earn bonuses for bringing top talent to the team.
- Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
- Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
Company Overview
CharterUP is a fully-integrated marketplace for charter bus reservations. It was founded in 2018, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.charterup.com.