• Responsible for customer interactions that result in resolved technical, billing and account queries. • Identify and understand customer needs. • Provide solutions to technical and account management queries. • Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction. • Deliver exceptional service to customers in all interactions. • Diligently execute escalations beyond 1st line support. • Record accurate summaries of customer interactions in the company business system. • Utilise all available tools and resources to resolve customer queries completely.

• Manage the processes associated with the order to cash and reverse distribution operations for a pharmaceutical client’s vaccine portfolio. • Engage with the client’s customer base, trading partners, and other stakeholders to provide order and administrative support while ensuring compliance and accuracy. • Develop and maintain strong customer relationships to understand and engage with the requirements of the various operational bodies. • Achieve customer satisfaction through front-line contact with the client’s customers. • Handle & respond to inbound customer calls within parameters set by customer service levels. • Responsible for accurate and timely processing of all service center-owned transactions including orders, claims, and returns.

• Prepare, issue, revise, and manage ACORD 25 Certificates of Insurance based on specific contract requirements • Review insurance requests to identify discrepancies in coverage, limits, or endorsement language • Process and track policy endorsements, including CG 20 10, CG 20 37, AI/WOS, PNC, and 30-Day Notice of Cancellation • Assist with policy changes, updates, and servicing across multiple commercial lines • Respond to client inquiries via email and phone with professionalism and a customer-first mindset • Handle client correspondence related to policy servicing, documentation updates, and compliance requirements • Manage workflows and maintain accurate client records using Salesforce Lightning or similar agency management systems • Track tasks, service requests, and communications to ensure timely completion • Collaborate with internal teams to ensure smooth policy servicing and high client satisfaction • Maintain organized and detailed documentation of client interactions and policy changes

Role Description We are seeking a detail-oriented and customer-focused Bilingual (FR/EN) Customer Support Specialist to join our growing Service Operations team. In this entry-level role, you’ll assist with managing customer inquiries, monitoring live trips, and coordinating logistics solutions to ensure smooth operations. This role is ideal for individuals eager to learn and grow in a fast-paced environment with a focus on delivering exceptional service. Key Responsibilities - Customer Support & Issue Resolution: - 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. - Live Trip Monitoring: - 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. - Customer Relationship Management: - 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. - Operations Coordination: - Collaborate with internal teams to ensure smooth and efficient customer experiences. - Track and monitor service requests, escalating operational delays when necessary. - Documentation & Process Adherence: - Maintain detailed and accurate records of customer interactions in ticketing system. - Adhere to company policies, procedures, and service-level agreements (SLAs). - Escalation Management: - 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. - Continuous Improvement & Learning: - Stay up-to-date with product updates and service changes. - Participate in training sessions to enhance customer service strategies and operational knowledge. Qualifications - Fluent in both English and French. - 1-2 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 the ability to multitask effectively. - A customer-focused mindset with a commitment to delivering exceptional service. - Willingness to adapt to changing priorities and learn new systems or processes. Recruiting Process - Step 1: Video call with Talent Acquisition - Step 2: Video call interview with Hiring Manager - Step 3: Final video call interview with a Senior Manager - Step 4: Offer & background check Hourly Rate $26.50 — $26.50 USD Benefits - Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states. - 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 Description CharterUP is transforming the $450+ billion group transportation and mobility market with an AI native platform that powers modern charter, shuttle, and emerging autonomous vehicle operations. Trusted by many Fortune 500 companies, CharterUP connects enterprises, institutions, and event organizers to thousands of bus operators nationwide, while increasingly serving as the operating system for large scale shuttle and transit programs across airports, campuses, industrial sites, and major events.