• 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). • Build and maintain positive relationships with customers to ensure satisfaction and retention. • Educate customers on Department of Transportation (DOT) rules and regulations. • Collaborate with internal teams to ensure smooth and efficient customer experiences. • Maintain detailed and accurate records of customer interactions in Sprinklr.

This is a remote position. Position Summary: Whip is seeking a Customer Service Supervisor / Manager to lead and develop a high-performing, remote support team serving our rental car platform. This role will oversee agents based in Mexico City, ensuring consistent, high-quality customer experiences across inbound calls, SMS communication, and operational coordination (including towing and roadside support). This is a hands-on leadership role ideal for someone who thrives in fast-paced, operational environments and is comfortable managing both customer interactions and real-time logistics. Essential Duties and Responsibilities (include, but are not limited to the following): Team Leadership & Performance Management - Manage, coach, and develop a team of remote customer service agents - Monitor daily performance across calls, SMS, and case handling - Conduct regular 1:1s, QA reviews, and performance evaluations - Drive accountability around KPIs such as response time, resolution time, and customer satisfaction Customer Support Oversight - Ensure timely and effective handling of inbound calls and SMS conversations - Act as an escalation point for complex or high-risk customer issues - Maintain a high standard of professionalism and customer experience across all channels Dispatch & Vendor Coordination - Oversee communication with tow vendors and roadside assistance partners - Ensure timely dispatching and resolution of towing and roadside events - Troubleshoot breakdowns in vendor communication or service delivery Operations & Process Improvement - Identify workflow inefficiencies and implement process improvements - Help build and refine SOPs for customer service and dispatch operations - Partner with internal teams (claims, billing, fleet) to ensure seamless issue resolution Reporting & Accountability - Track and report on team performance metrics and operational KPIs - Use data to identify trends, gaps, and coaching opportunities - Ensure proper documentation and use of internal systems (CRM, spreadsheets, etc.) Qualifications Required: - 3+ years of experience in customer service, with at least 1–2 years in a supervisory or management role - Experience managing remote or offshore teams - Strong background in high-volume support environments (calls + messaging) - Experience with dispatching, logistics, or coordinating vendors (strong plus) - Highly organized with strong problem-solving and decision-making skills - Comfortable working with spreadsheets, CRM tools, and SMS platforms Skills and Abilities: - A proactive, hands-on leader who can operate independently - Strong communicator who can manage across cultures and time zones - Someone who thrives in ambiguity and can build structure where needed - Calm under pressure with strong escalation management skills - Process-oriented, but flexible enough for a fast-moving startup environment Work Environment: A typical work environment includes desktop computing work using typical desktop computing equipment (laptop, keyboard, mouse, monitors, desk, chair) in an office environment and/or remote workspace environment. Physical Demands: - Ability to sit and use typical desktop computing workspace equipment - e.g. mouse, keyboard, monitor, phone - for extended periods of time. - Manual dexterity to operate a typical desktop computing workstation. - Ability to communicate both verbally and in writing, using virtual meeting and communication tools such as email, Google Meet, and Slack. Salary: $8.00 - $12.00 per hour (depending on experience)

• Provide inbound call support in both English and French • Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution. • Conduct outbound calls in both English and French to resolve customer requests as needed. • Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team. • Provide 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 contact. • Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions. • 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 ticketing system. • 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.

Description Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring! Clarity Partners is seeking a fully remote Customer Service Representative local to Chicago, IL with a demonstrated understanding of service center support processes and procedures. This position will serve as the first point of contact for customers seeking assistance over the phone or through email. This position is responsible for analyzing and responding to queries involving bills and charges. Responsibilities: - Act as the initial and primary point of contact for customers reaching out for assistance, through inbound phone calls and emails. - Provide proper resolutions and deliver accurate information for customer account related questions, concerns and requests while fully adhering to all policies, procedures, and protocols. - Walk the customer through and explain billing types, charges, and rates. - Thoroughly research and analyze each customer inquiry by taking the appropriate action to effectively resolve each situation. - Direct unresolved and out of scope issues to the next level of support personnel or to the proper department. - Promote and demonstrate a positive customer and team experience by maintaining the highest standards of personal ethics, service quality, communication, and professionalism always. - Provide accurate information on billing types, charges, rates, and municipal requirements. Requirements Requirements: - 1-3 years of experience servicing customers within a call center and billing environment. - Exhibit strong and effective verbal and written communication skills and demonstrates a professional, friendly, and courteous demeanor. - Proficiency in English. - Computer literate with pc knowledge and the ability to navigate through multiple applications effortlessly. - Effective keyboarding and computer skills with the ability to type at least 35 wpm minimum. - Must commit to maintaining good attendance with minimal unscheduled attendance occurrences including late arrivals, early leaves, and absences. - Must have a strong attention to detail, time management and organizational skills to achieve quality work performance. - Highschool diploma or GED required. Clarity is committed to fair and equitable compensation practices. For the Customer Service Representative role, the hourly rate is $17.00/hr. The pay rate represents a good faith estimate that Clarity reasonably expects to pay for this job at the time of posting.