[Remote] Customer Support Specialist - Bilingual (English/French)

Note: The job is a remote job and is open to candidates in USA. CharterUP is transforming the group transportation and mobility market with an AI native platform. They are seeking a detail-oriented and customer-focused Bilingual (FR/EN) Customer Support Specialist to assist with managing customer inquiries and ensuring smooth operations in a fast-paced environment.ResponsibilitiesProvide inbound call support in both English and FrenchRespond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolutionConduct outbound calls in both English and French to resolve customer requests as neededTroubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate teamProvide end to end 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 and serve as the primary point of contactManage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutionsCommunicate clear and timely updates to customers and drivers about any trip changesBuild and maintain positive relationships with customers to ensure satisfaction and retentionEducate customers on Department of Transportation (DOT) rules and regulationsFollow up with customers to confirm their needs were met after resolving issuesCollaborate with internal teams to ensure smooth and efficient customer experiencesTrack and monitor service requests, escalating operational delays when necessaryMaintain detailed and accurate records of customer interactions in ticketing systemAdhere to company policies, procedures, and service-level agreements (SLAs)Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolutionPartner with team leads or managers for escalated support or policy exceptionsProvide reassurance and solutions to customers experiencing disruptionsStay up-to-date with product updates and service changesParticipate in training sessions to enhance customer service strategies and operational knowledgeSkillsFluent in both English and French1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plusExcellent verbal and written communication skillsStrong problem-solving abilities and attention to detailAbility to remain calm and professional in fast-paced or high-pressure situationsStrong organizational skills and the ability to multitask effectivelyA customer-focused mindset with a commitment to delivering exceptional serviceWillingness to adapt to changing priorities and learn new systems or processesBenefitsRemote-First Flexibility: Work from anywhere we hire, with built-in flexibility.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. International benefits align with local standards.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. International policies vary by country.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. International: region-specific savings programs where applicable.Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.Company OverviewCharterUP is a fully-integrated marketplace for charter bus reservations. It was founded in 2018, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.charterup.com.



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