Job Description

ABOUT CHARTERUP

We aim to be the leading charter bus platform in the world and are looking for people that want to be along for the ride! We are currently disrupting the highly fragmented bus industry in North America by connecting supply-side bus companies to demand-side clients (corporations, non-profits, and governmental entities) with our cutting-edge technology. We strive towards having as many enthusiastic customers as possible, which leads to increased group travel and a greener earth.

ABOUT THIS ROLE

We are looking for a Logistics & Customer Support Coordinator to join our team! This role operates in a high-velocity, transactional environment.

Compensation

• $50,000 to $60,000

What You’ll Do

• Ensure a high level of customer retention and satisfaction by providing best-in-class support
• Proactively manage demand-side and supply-side aspects of trip logistics and itineraries for client reservations and events
• Answer high volume of inbound emails, calls and CRM ticket requests related to existing reservations on our platform (e.g., updates, changes, issues, questions, etc.)
• Collaborate with finance, supply-side partnerships, and other teams to ensure execution of tasks
• Resolve post-trip complaints by acting as platform intermediary between the customers and operators
• Manage cancellations, rescheduling services, and account credits
• Be accountable for emergency requests that can arise 24/7

What You’ll Need

• Ability to make quick, reasonable decisions during contentious situations
• Logical foundation to understand underlying fundamentals of a problem
• Creativity to handle never-before-seen customer support situations smoothly
• Passion for CharterUP's mission and intellectual curiosity about CharterUP's business
• Reliability, consistency, and demonstrated relentless work ethic
• Articulate and concise communication style coupled with great listening skills
• Ability to elicit trust from clients through a professional tone and impeccable manners
• Conscientious approach to duties and responsibilities
• Extroverted and agreeable personality when dealing with clients
• Outstanding academic credentials from a top national university or standout corporate experience
• Potential to manage a Customer Support team

Location

Every new hire, regardless of location, will work remotely for at least the next few quarters until it is safe to return to the office nationwide. CharterUP's headquarters are in Atlanta but employees can work remotely full-time or from one of CharterUP's satellite offices in New York City, San Francisco, or Austin.

TEAM APPLICATION PROCESS

1. Candidate submits CharterUP online application

   • Resumes encouraged to be at most one page in length
   • Answers to all initial application questions thoroughly reviewed

2. Initial evaluation

   • Brief general aptitude assessment (Wonderlic)
   • Short one-way video questionnaire or live screen

3. Interviews

   • Main interview includes behavioral and quantitative questions
   • Meeting with COO

4. Offer

   • Thorough background and reference checks prior to formal offer

CHARTERUP PRINCIPLES

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

1. Customer First

   • We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority
   • We are not afraid of short-term pain for long-term customer benefit

2. Create an Environment for Exceptional People

   • We foster intellectual curiosity
   • We identify top performers, mentor them, and empower them to achieve
   • Every hire and promotion will have a higher standard

3. Everyone is an Entrepreneur / Owner

   • No team member is defined by their function or job title; no job is beneath anyone
   • We do more with less; we are scrappy and inventive
   • We think long-term

4. Relentlessly High Standards

   • We don’t accept “that’s how it’s always been done”; we constantly innovate and question established routines to improve processes
   • We actively push to be proved wrong and welcome different ideas; the best idea wins
   • We don’t compromise on quality

5. Clarity & Speed

   • When in doubt, we act; we can always change course
   • We focus on the key drivers of a process that will deliver the most results

6. Mandate to Dissent & Commit

   • We are confident in expressing our opinions; it is our obligation to express our disagreement
   • Once we decide, we enthusiastically move together in the agreed upon direction

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