Bilingual customer experience specialist supporting Plan Members and providers for Manion, a Canadian benefits administration firm. Handling coverage, claims, and service inquiries across phone, email, and live chat.
About the role
- Customer Support Specialist supporting customers and monitoring live charter trips for CharterUP’s AI-powered transportation platform. Resolving disruptions, coordinating operations, and documenting service interactions.
Responsibilities
- Respond to customer inquiries via email and phone
- Resolve common customer issues and escalate complex cases
- Conduct follow-ups to ensure customer concerns are addressed
- Document customer interactions and resolutions in CharterUP’s proprietary software and Sprinklr
- Monitor live trips during scheduled weekend shifts
- Address delays, cancellations, route changes, traffic, vehicle breakdowns, and weather issues
- Coordinate alternative solutions during unexpected events
- Serve as the primary contact for drivers, customers, operations teams, and Enterprise Sales during active trips
- Communicate timely trip updates to customers and drivers
- Build and maintain customer relationships
- Educate customers on DOT rules and regulations
- Collaborate with internal teams and monitor service requests
- Escalate service failures and safety concerns
- Partner with team leads or managers on escalated support and policy exceptions
- Stay current on product updates and service changes
- Participate in training sessions
Requirements
- 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 ability to multitask effectively
- Customer-focused mindset with commitment to exceptional service
- Willingness to adapt to changing priorities and learn new systems or processes
- Flexible to work nights and weekends
- U.S.-based candidates must reside in one of the approved states: Arizona, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, or Wyoming
Benefits
- Remote-first work model
- Medical, dental, and vision insurance
- Mental health support
- Virtual care
- Gym discounts
- Family-building benefits
- 100% of employee health insurance premiums covered in the U.S.
- 15 PTO days in the U.S., increasing to 20 after 2 years
- 8 paid holidays in the U.S.
- Company-paid life, short-term, and long-term disability insurance where available
- Referral bonuses
- Long-term financial planning support
- 401(k) plan in the U.S.
- Region-specific savings programs where applicable internationally
- Choice of Mac or PC, plus monitor, keyboard, and mouse
- Flexible work arrangements
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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