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Company Name : CharterUP
Location : Seattle, WA 98101
Position : Logistics & Customer Support Coordinator
Job Description : About CharterUP
We aim to be the leading charter bus platform in the world and are looking for talented and ambitious people that want to be along for the ride! We are disrupting the massive and highly fragmented bus industry by using our proprietary technology to seamlessly connect bus companies to customers (businesses, non-profits, and governments). By promoting group travel, we can reduce the transportation industry’s carbon footprint and help make our planet greener. We are achieving success by delighting our people, our customers, and our bus partners.
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
$67,500 base salary
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
Fully remote until the pandemic subsides. Post pandemic, can continue to work remotely full-time or on a hybrid schedule from one of CharterUP’s offices in Atlanta, New York City, San Francisco, or Austin (2-3 times a week in the office during spring and fall; winter and summer fully-remote).
Team Application Process
Candidate submits CharterUP online application
Resumes encouraged to be at most one page in length
Answers to all initial application questions thoroughly reviewed
Initial evaluation
Brief general aptitude assessment (Wonderlic)
Short one-way video questionnaire or live screen
Interviews
Main interview includes behavioral and quantitative questions
Meeting with COO
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:
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
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
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
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
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
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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