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
- Senior customer support specialist resolving complex VIP and enterprise escalations for CharterUP’s AI-powered transportation platform. Managing vendors, customer success, documentation, and support KPIs.
Responsibilities
- Manage complex customer escalations and complaints
- Serve as the primary point of contact for complex issues requiring higher-level attention
- Communicate with customers and vendors via phone, email, and chat
- Support VIP and enterprise customers by proactively managing requests and specific needs
- Analyze issues, identify root causes, and implement solutions
- Collaborate with internal departments to resolve underlying problems
- Improve customer experience through proactive engagement and communication
- Document customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software
- Maintain detailed records for reference and reporting
- Identify customer feedback trends and recommend process, policy, and product improvements
- Guide and support junior customer service representatives
- Assist with training sessions
- Monitor and report KPIs including response times, resolution rates, and customer satisfaction scores
- Follow established escalation protocols, guidelines, policies, and procedures
- Report to the Escalations Manager
Requirements
- 3–5 years in Customer Service, Customer Success, or Account Management
- Strong background handling escalations, resolving complex customer issues, and fostering long-term customer relationships
- Minimum 1 year of experience working in a two-sided marketplace
- Excellent verbal and written communication skills, including de-escalation techniques
- Proven ability to manage high-volume ticket-based and transactional workflows
- Strong analytical and problem-solving abilities
- Experience working with VIP and enterprise customers and providing high-touch support
- Ability to remain calm and professional under pressure
- Strong sense of ownership and ability to make independent decisions aligned with dynamic priorities and company values
- Exceptional attention to detail and organizational skills
- Customer-focused mindset
- Ability to work independently and as part of a team
- Strong interpersonal skills and ability to build rapport with customers
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
- Evening and weekend availability required
- U.S.-based candidates and employees 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 flexible 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 paid time-off days in the U.S., increasing to 20 after 2 years
- 8 paid holidays in the U.S.
- Company-paid life insurance
- Company-paid short-term disability insurance where available
- Company-paid long-term disability insurance where available
- Referral bonuses
- Long-term financial planning support
- 401(k) plan in the U.S.
- Region-specific savings programs internationally where applicable
- Choice of Mac or PC
- Monitor, keyboard, and mouse
- Remote-first environment
- Growth opportunities in a hyper-growth company
- Global team benefits varying by location
Job title
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Degree requirement
No Education Requirement
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