Customer Support Coordinator

We need to output HTML fragment with sections: About the role, Responsibilities, Requirements (or Qualifications), Skills, Benefits, Pay, Schedule. Use

for each heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. Do NOT repeat job title as heading. Do NOT put Job ID etc. Remove boilerplate. Include sections only if posting has real specific content. We need to extract content: - About The Role: paragraph describing role. We'll put under

  About the role

  with

  . - Responsibilities: list of duties. We have multiple bullet-like sentences under "Key Responsibilities" with subheadings: Customer Support & Issue Resolution, Live Trip Monitoring, Customer Relationship Management, Operations Coordination, Documentation & Process Adherence, Escalation Management, Continuous Improvement & Learning. We can combine into a single

  with
  • items each being a duty. Should we keep subheadings? Probably not needed; just list responsibilities. - Experience And Skills: includes experience requirement and skills list. Could split into Requirements (experience) and Skills. The instruction: Use headings for Requirements, Qualifications, Skills. We can put experience under Requirements or Qualifications. Let's put under

    Requirements

    with

    for experience sentence. Then

    Skills

    with
    of skills. - Benefits: list of benefits under "Global Benefits & Perks at CharterUP". We'll put under

    Benefits

    with
    . - Pay: "Hourly Rate: $26.50 USD - $26.50 USD". That's a specific pay. So we include

    Pay

    with

    . - Schedule: "Location: Remote, US Shift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary." That's schedule info. So

    Schedule

    with

    . We must not include sections with filler like "commensurate with experience". Not present. We must remove boilerplate: EEO, accommodation, hiring locations list? The hiring locations list is maybe considered metadata but not boilerplate? It's location eligibility; could be considered part of schedule? Might be considered minor metadata; but we could drop it as not essential. The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

    or drop it." Hiring locations list could be considered minor metadata; we could drop it. Also remove "CharterUP is an Equal Opportunity Employer..." etc. We need to preserve all substantive information: about company description? The intro about CharterUP maybe not needed for role? It's about company; could be considered background but not required? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The company description is substantive but not part of role sections; we could include as a

    before sections? There's no heading for company overview; but we could include a

    at start. However they said use headings for sections; we can have a leading

    about company. It's not prohibited. Let's include a brief paragraph summarizing the company description (the first paragraph). That is substantive. Now craft HTML. Structure:

    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.

    About the role

    We are looking for an enthusiastic and detail-oriented Customer Service Coordinator 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.

    Responsibilities

    • 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.
    • 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.
    • 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 Sprinklr.
    • 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.

    Requirements

    2+ years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus.

    Skills

    • 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

    • Flexible Work Model: remote-first company, with select roles requiring regular, in-office presence based on team and business needs.
    • 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.
    • 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.
    • 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.
    • Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

    Pay

    Hourly Rate: $26.50 USD - $26.50 USD

    Schedule

    Location: Remote, US. Shift details: Flexible to work nights and weekends. Training schedule for the first 6 weeks will vary.

    We must ensure no extra text. Output only HTML fragment. Check for any leftover boilerplate: we removed EEO, accommodation, hiring locations list, recruiting process steps? The recruiting process steps are maybe considered procedural; but they are substantive? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Recruiting process steps could be considered application instructions; we should remove them. So we omitted. Check for duplicated lines: none. Check that we didn't invent content: all from posting. Check that we didn't miss any substantive info: The "Why Join Us" section includes Innovative Impact, Growth Opportunities, Driven Team, Funding and Stability. That's substantive but not covered by any heading. Should we include? The instruction: "Prefer a few substantive sections over many thin ones." Could we incorporate that into About the role or Benefits? It's about company culture; maybe we could add a

    after About the role? But we already have About the role paragraph. Could we add a separate section like "Why Join Us"? Not in prescribed headings list; but we could add a

    Why Join Us

    if we want to preserve info. However the instruction says use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." That suggests we should use those headings for sections; but we could also add other headings if needed? It says "use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It lists examples; not exclusive. However later: "IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". So we could add a section for "Why Join Us" if there is real content. The heading list is just examples; we could add other headings. But to be safe, we could incorporate that content into existing sections like Benefits or About the role. However the "Why Join Us" includes Innovative Impact, Growth Opportunities, Driven Team, Funding and Stability. That's substantive and not covered elsewhere. Could we add a

    Why Join Us

    with
    of those points? That seems reasonable and follows the pattern of using

    . The instruction didn't forbid other headings; it just gave examples. I'd include it to preserve all substantive info. Thus add:

    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