CharterUP
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About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
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
Title: Supply Specialist
Reports to: Service Operations Manager
Location: Remote, US
Schedule: Flexible to work nights and weekends. Training schedule will vary.
CharterUP is seeking a proactive and organized Supply Specialist to take ownership of trip assignment and vendor management within a specified geographical region. This role is critical in ensuring efficient trip management, maintaining vendor relationships, supporting cross-functional projects, and driving continuous improvement in operational processes. The ideal candidate thrives in a fast-paced environment, is highly detail-oriented, and excels in both independent work and team collaboration.
What You’ll Do
Operational Oversight:
- Manage day-to-day operations within the region to ensure trips are assigned, executed, and completed in alignment with company standards.
- Responds immediately to failures in service delivery, identifying and executing alternate solutions.
- Assign trips to operators within margin parameters while tracking availability to ensure optimal resource use.
- Monitor and action cases in ticketing system to address exceptions just as service delivery failures and pricing negotiations
- Maintain and report on supply and demand trends across the region, including provider availability and pricing.
Vendor Relations:
- Build and maintain strong, positive relationships with vendors and key stakeholders.
- Resolve vendor issues and respond to inquiries via phone, email, and ticketing system in a timely and effective manner.
Market Analysis:
- Collect, analyze, and report on key operational data, including pricing trends, vendor performance, local events, and supply metrics.
- Stay informed on industry and regional trends to inform operational strategy and identify areas for growth or improvement.
- Contribute to cross-functional initiatives and special projects as assigned.
Problem Solving & Communication:
- Quickly address and resolve transportation-related issues, including trip delays, vehicle problems, or customer complaints.
- Collaborate with internal teams and external partners through various communication platforms such as Slack, email, phone, and ticketing system.
What You’ll Bring
- 2+ years of experience in operations, logistics, or vendor management preferred
- Excellent organizational and time-management skills
- Strong mathematical skills with the ability to calculate margins, analyze pricing data, and make cost-effective decisions
- Experience negotiating pricing and terms with vendors to optimize profitability.
- Proven ability to manage multiple tasks and prioritize effectively.
- Strong interpersonal and communication skills.
- Proficiency in tools such as Slack, Sprinklr, and Excel (or similar).
Recruiting Process:
- Step 1: Video call with Talent Acquisition
- Step 2: Video call interview with Hiring Manager
- Step 3: Final video call interview with team.
- Step 4: Offer & background check
Global Benefits & Perks at CharterUP
We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
- Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. 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 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.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We 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 federal, state, and local laws in the United States and Canada. 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.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one 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.
We hire in the U.S. and Canada and are actively expanding our global footprint.
Ready to apply?
Apply to CharterUP
About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
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 L2
Reports to: Service Operations Manager
Location: Remote, US
Shift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary.
CharterUP is seeking a proactive and detail-oriented Customer Support Specialist, Level 2 to join our growing Service Operations team. In this role, you will deliver exceptional customer support while taking increased ownership of complex service issues and live trip operations.
As a key member of the team, you will serve as a primary point of contact for customers and internal stakeholders during active trips. You will manage customer concerns, coordinate solutions to operational disruptions, and help ensure a seamless trip experience from start to finish. This role requires strong problem-solving skills, sound judgment, and the ability to remain calm and organized in a fast-paced, real-time operations environment.
What You’ll Do
Customer Support & Issue Resolution
- Respond to customer inquiries via phone and email, delivering timely, professional, and accurate support.
- Independently resolve a wide range of customer issues while escalating complex or high-risk cases when appropriate.
- Manage and resolve escalated customer concerns, ensuring a positive and professional experience.
- Conduct follow-ups with customers to confirm issues are fully resolved.
- Document customer interactions, trip updates, and resolutions within CharterUP’s proprietary systems.
Live Trip Monitoring & Operational Support
- Monitor active trips in real time, identifying and addressing potential disruptions such as delays, route changes, or driver issues.
- Serve as a primary operational contact for drivers, customers, and internal teams during live trips.
- Assess situations quickly and coordinate solutions to minimize service disruptions.
- Provide clear and timely updates to customers, drivers, and internal stakeholders.
Collaboration & Coordination
- Partner closely with internal teams including operations, logistics, and account management to resolve service issues.
- Coordinate with drivers and transportation partners to ensure trips run smoothly.
- Communicate effectively across multiple stakeholders to maintain high service standards.
Process Improvement & Team Support
- Identify recurring customer issues and provide feedback that helps improve processes and service delivery.
- Share knowledge and best practices with newer team members when needed.
- Contribute feedback on operational tools, workflows, and documentation.
What You’ll Bring
- 2–4 years of customer service or operations experience, ideally in logistics, transportation, hospitality, or marketplace environments.
- Strong written and verbal communication skills with the ability to manage multiple stakeholders effectively.
- Demonstrated problem-solving skills and sound judgment in fast-paced environments.
- Experience handling escalated customer situations with professionalism and empathy.
- Ability to multitask and prioritize competing tasks while maintaining attention to detail.
- Strong organizational and time management skills.
- A customer-first mindset with a commitment to delivering exceptional service experiences.
Recruiting Process
- Step 1 - Video call: Talent Acquisition interview
- Step 2 - Video call: Hiring Manager interview
- Step 3 - Video call: Team interviews
- Step 4 - Offer & Background Check
- Welcome aboard!
Global Benefits & Perks at CharterUP
We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
- Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. 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 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.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We 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 federal, state, and local laws in the United States and Canada. 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.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one 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.
We hire in the U.S. and Canada and are actively expanding our global footprint.
Ready to apply?
Apply to CharterUP
About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
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
Title: Director of Operations & Vendor Compliance
Reports to: VP of Service Operations
Location: Remote
CharterUP is seeking a data-driven, execution-focused operations leader to serve as our Director of Operations and Vendor Compliance a critical role that will act as an extension of the VP of Service Operations. This leader will balance strategy with hands-on execution, independently analyzing data, building reporting in Tableau, and ensuring managers and teams execute consistently against KPIs. They will drive operational excellence, improve team capability, and free executive leadership to focus on enterprise priorities.
The ideal candidate thrives in complex, fast-moving environments, knows how to dig into data and insights directly, and can hold managers accountable while also shaping long-term strategy.
What You’ll Do
Data & Analytics Leadership
- Own the compilation, analysis, and visualization of operational data building Tableau dashboards and reporting frameworks to identify opportunities, monitor KPIs, and support executive decision making.
- Deliver actionable insights to executive leadership, ensuring data informs daily execution and long-term strategy.
- Advanced ability to manipulate, clean, and interpret large datasets; experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred. Must be able to build dashboards and explain analytical reasoning in detail.
Operational Execution & VP Enablement
- Serve as the VP’s operational extension—taking tactical execution and operational oversight off their plate.
- Drive cross-functional priorities with discipline, ensuring initiatives are executed with rigor and leadership bandwidth is preserved.
Team Leadership & Manager Accountability
- Lead a distributed team of managers and supply specialists, ensuring leaders under you are aligned, supported, and held accountable.
- Set clear expectations, track performance, and consistently drive improvement against KPIs for productivity, efficiency, and SLA attainment.
Performance & Process Improvement
- Identify and execute strategies to improve operational efficiency and margin attainment, including new tools, automation, and process redesign.
- Drive initiatives focused on reducing service failures and improving provider capacity through rigorous data analysis and continuous improvement.
Margin Growth & Pricing Integrity
- Build region-specific margin strategies through cross-functional collaboration with Service Operations and Data Science.
- Strengthen pricing integrity controls to ensure vendor pricing aligns with market standards and supports wholesale margins.
Compliance Oversight
- Provide senior leadership to the compliance function, ensuring vendor adherence to company policies, contractual obligations, and operational standards.
- Oversee programs to strengthen delivery reliability and risk management.
What You’ll Bring
- 8+ years of experience leading operations in high-volume service delivery, dispatching or contact center environments ideally within transportation, mobility, or other complex service industries where compliance, customer satisfaction, and vendor management are critical. The ideal candidate will have worked in vendor management in a 2 sided marketplace.
- Proven success managing frontline leaders and large teams in high-volume, high-stakes environments.
- Advanced ability to compile, analyze, and visualize data using Tableau, Excel, and Google Sheets—capable of building dashboards and reporting independently without reliance on a dedicated analyst.
- Strong track record of driving manager performance and holding teams accountable to KPIs.
- Ability to balance strategic vision with tactical execution, rolling up sleeves when needed to solve problems, build processes, and drive results.
- Vendor-facing communication and escalation management skills with executive presence.
- Highly organized, data-driven, and comfortable making decisions under pressure while managing both short-term problem-solving and long-term process improvements.
Recruiting Process
- Step 1 - Video call: Talent Acquisition interview
- Step 2 - Video call: Hiring Manager interview
- Step 3 - Video call: Team Interview
- Step 4- Final Presentation
- Step 5 - Offer & background check
- Welcome aboard!
Global Benefits & Perks at CharterUP
We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
- Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. 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 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.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We 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 federal, state, and local laws in the United States and Canada. 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.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one 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.
We hire in the U.S. and Canada and are actively expanding our global footprint.
Ready to apply?
Apply to CharterUP
About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
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
Reports to: Service Operations Manager
Location: Remote, US
Shift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary.
About the Role:
We are looking for an enthusiastic and detail-oriented Customer Service Specialist to join our growing Service Operations team. This entry-level role focuses on providing outstanding customer support by assisting with inquiries, resolving issues, and ensuring a seamless customer experience. You’ll collaborate with various teams and learn to effectively manage day-to-day customer interactions while gaining valuable skills in a fast-paced, remote-first environment.
Key Responsibilities:
Customer Support & Issue Resolution:
- Respond to customer inquiries via email and phone, providing prompt and accurate assistance.
- Address and resolve common customer issues, escalating complex cases to the appropriate team when necessary.
- Conduct follow-ups to ensure all customer concerns are addressed and resolved.
- Document customer interactions and resolutions in CharterUP’s proprietary software system.
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 team.
- Step 4: Offer & background check
Global Benefits & Perks at CharterUP
We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
- Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. 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 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.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We 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 federal, state, and local laws in the United States and Canada. 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.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one 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.
We hire in the U.S. and Canada and are actively expanding our global footprint.
Ready to apply?
Apply to CharterUP
Customer Support Specialist - Bilingual (English/French)
Share this job
About CharterUP. CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.
Through real time availability, transparent pricing, intelligent routing, and AI driven dispatch and optimization, CharterUP replaces a fragmented and opaque industry with automation, accountability, and scale.
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- Bilingual (English/French)
Reports to: Service Operations Manager
Location: Remote
Shift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary.
About the Role:
We are seeking a detail-oriented and customer-focused Bilingual (FR/EN) Customer Support Specialist 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:
- 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).
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, 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.
Recruiting Process:
- Step 1: Video call with Talent Acquisition
- Step 2: Video call interview with Hiring Manager
- Step 3: Final video call interview with a Senior Manager
- Step 4: Offer & background check
Welcome aboard!
Global Benefits & Perks at CharterUP
We believe great people can live anywhere—and they deserve great benefits, too. While offerings may vary slightly by location, we prioritize hiring near our hubs in Austin, Atlanta, Miami, and Denver as we grow our global team.
- Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. 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 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.
CharterUP is an Equal Opportunity Employer. We are committed to creating an inclusive, accessible, and respectful workplace. We 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 federal, state, and local laws in the United States and Canada. 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.
Hiring Locations: CharterUP U.S.-based candidates and employees must reside in one 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.
We hire in the U.S. and Canada and are actively expanding our global footprint.
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