Customer Support Specialist L2
New
C
CharterUPLogistics, transportation
Remote, US. We hire in the U.S. and Canada and are actively expanding our global footprint.Full-TimeMiddle
Salary28.85 USD per hour
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Job Details
- Experience
- 2–4 years of customer service or operations experience
Requirements
- 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.
Responsibilities
- 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.
- 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.
- Partner closely with internal teams including operations, logistics, and account management to resolve service issues.
- 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.
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