Role Description We are looking for an enthusiastic and detail-oriented Customer Service Specialist to join our growing Service Operations team. This entry-level role focuses on providing outstanding customer support by assisting with inquiries, resolving issues, and ensuring a seamless customer experience. You’ll collaborate with various teams and learn to effectively manage day-to-day customer interactions while gaining valuable skills in a fast-paced, remote-first environment. Key Responsibilities: - Customer Support & Issue Resolution: - 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. - Live Trip Monitoring: - Act as Live Trip 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. - Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions. - Serve as the primary point of contact for drivers, customers, operations teams, and Enterprise Sales during active trips. - 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 Sprinklr. - 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 - 0-2 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. Requirements - Flexible to work nights and weekends. - Training schedule for the first 6 weeks will vary. Benefits - Flexible Work Model: Remote-first company with select roles requiring in-office presence based on team and business needs. - Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. - Time Off to Recharge: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. - 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, including a 401(k) plan. - Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

• Communicating with Customers via tickets, phone, email and virtual meetings to support their business processes through the use of our applications • Troubleshooting Customer issues within our applications to determine next steps • Meeting with customers to review their situation and coach them on best use of our software • Researching past issues to inform current tickets • Working with internal teams to advocate for customer priorities • Managing Incidents by helping to coordinate attention on the incident and communicating to the customer updates as they happen • Creating training documentation and Knowledge Articles to help deflect new customer cases • Follow company policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing customer cases • Identify ticket trends and work to maintain resolution times • Work within team circles on internal and external projects • Perform application tests to identify issues and understand customer workflows • Learn our applications and the business of our customers to become valuable and qualified for further internal positions within our company • Contribute to other assigned projects

Role Description We are seeking professional, English-speaking Claims Support Specialists to join our team. These positions will be dedicated exclusively to communicating with insurance adjusters and obtaining police reports to support our personal injury practice. - Contact insurance adjusters to verify claim status and obtain claim information. - Follow up on Letters of Representation and claim acknowledgments. - Request and obtain police reports from law enforcement agencies. - Document all communications accurately within the case management system. - Track outstanding requests and follow up as needed. - Obtain adjuster contact information, including direct phone numbers and email addresses. - Escalate issues or delays to management when appropriate. - Maintain organized records and ensure timely updates to case files. Qualifications - Excellent English verbal and written communication skills. - Strong phone etiquette and professionalism. - Prior experience in customer service, claims, insurance, legal support, or call center environments preferred. - Strong organizational and follow-up skills. - Ability to manage multiple tasks and meet deadlines. - Comfortable making a high volume of outbound calls. - Proficient with Microsoft Office and web-based systems. Benefits - Positive Culture: Be part of a supportive and innovative team. - Impactful Role: Play a critical role in shaping the future of a growing firm. - Professional Growth: Opportunities for career advancement and ongoing professional development. - Work-Life Balance: Flexible work arrangements to support a healthy balance between personal and professional life.

Role Description We are hiring Norwegian Speaking Customer Support Representatives for our clients in Sofia. This role is perfect for individuals fluent in Norwegian who are committed to delivering exceptional customer service. As a part of our team, you will interact with Norwegian-speaking customers, providing them with timely and accurate support, and ensuring their satisfaction with our products and services. - Provide excellent customer service to Norwegian-speaking clients through phone, email, and chat support. - Handle inquiries regarding products, services, and account information professionally and effectively. - Resolve customer issues promptly and escalate complex problems when necessary. - Maintain detailed and accurate records of customer interactions. - Collaborate with teams across departments to ensure consistent customer experience. - Stay updated on product knowledge and company policies to assist customers effectively. Qualifications - Fluency in Norwegian (spoken and written); English is a plus. - Experience in customer support or a related field is preferred. - Strong communication skills and a customer-oriented mindset. - Ability to work efficiently in a dynamic and fast-paced environment. - Familiarity with customer support software and tools is advantageous. - Positive attitude, problem-solving skills, and eagerness to learn. - Attention to detail and good organizational skills. Benefits - Competitive monthly salary - Relocation package - Paid training - Health Insurance - And many other benefits!