Role Description This job is fully Remote! Clear and excellent English communication skills, Spanish skills, technology skills, and organization skills, required. Responsibilities - Onboarding & Placement - Call every new referral to document student learning gaps, specific needs, availability, etc. - Immediately update the internal Job Board with student profiles so the matching team has the data needed to source the right tutor. - Confirm the tutor and family have exchanged contact info and that a recurring weekly schedule is officially established. - Send standardized SMS/Email surveys to parents within 24 hours of the first session to confirm satisfaction and lock in the match. - Retention & Attendance Management - Audit attendance daily to ensure tutors and students are meeting weekly; initiate immediate inquiries with the family if a session is missed. - Call families with waning attendance (2+ consecutive missed sessions) to troubleshoot scheduling conflicts or tutor friction. - Flag and follow-up tutor change requests to ensure students don't lose momentum during a transition. - Compare authorized hours vs. actual hours for every student; call parents of under-utilizing students to encourage session booking and protect contract value. - Growth & Referral Outreach - Scrub potential leads through the sales pipeline. - Conduct outbound outreach to lost leads or those who previously expressed interest but never started the program. - Proactively conduct outreach to lists of students referred from district/program partners. - Program Operations & Communication - Monitor and respond to all incoming Close tasks and messages to maintain the communication standard. - Resolve scheduling, communication, or technical hurdles the moment they arise to prevent session cancellations. - Act as the primary point of contact to ensure 100% of family queries and concerns are addressed within the business day. - Execute the scheduled cadence of weekly, bi-weekly, and monthly check-ins with families. - Identify schedule changes or attendance red flags and assign follow-up tasks to the relevant team members. - Database & Reporting - Update and scrub family-related data in program databases to ensure accuracy. - Verify data accuracy for internal KPIs and external partner/district reporting to ensure billing compliance. Qualifications - Strong time management, planning, and prioritization skills. - Proven ability to organize, coordinate, and successfully manage multiple responsibilities in a fast-paced environment. - Demonstrates a professional, positive, and approachable demeanor. - Able to effectively prioritize and focus on key objectives in a dynamic environment where priorities may shift over time. - Excellent written and verbal communication skills, particularly in virtual and remote work environments. - Proficient in utilizing a variety of communication channels, including in-person meetings, telephone, email, and video conferencing platforms. - Skilled at building engagement, rapport, and trust in virtual relationships with customers, colleagues, and stakeholders. - Collaborative team player who works effectively with diverse individuals and cross-functional teams. - Demonstrates learning agility and adaptability, readily adjusting behaviors and approaches to meet evolving business needs. - Quick to learn and apply new skills, tools, and processes as required. - Proven ability to develop, manage, and strengthen virtual relationships with customers, employees, and external partners, including local schools and community organizations. - Experience managing and supporting remote educators and distributed teams. - Self-motivated and capable of working independently with minimal supervision. - Comfortable navigating ambiguity and adapting to changing circumstances. - Bachelor’s degree required. - Minimum of 2–3 years of progressive professional experience demonstrating increasing levels of responsibility and career growth. - Experience working in a remote operations environment and collaborating with virtual teams. - Bilingual proficiency in English and Spanish is highly preferred. - Strong knowledge of the K–12 education sector, including Special Education (IEP/504) and/or Foster, Homeless, and Youth (FHY) populations, is highly preferred. - Proficient in Microsoft Office Suite and Google Workspace applications. Benefits - Fully Remote! - PTO - Etc.

• Serve as the initial contact for client support requests via phone, email, chat and voicemail, ensuring timely and effective resolution. • Provide advanced support for Clubessential products including accounting, payments, membership, banquets, reporting, hardware integrations, and related technical environments. • Document client interactions comprehensively in CRM systems and manage escalation to higher support levels when necessary. • Engage with clients to understand their needs, offering value-added solutions and demonstrating technical proficiency. • Troubleshoot payment solution issues and work with third-party partners to resolve complex problems related to credit card devices, networking and processing. • Act as a trusted advisor to clients, managing expectations and promoting product adoption. • Proactively monitor client utilization and health, identify at-risk accounts, and implement strategies to improve retention and satisfaction. • Maintain full product knowledge by engaging in product release information along with any new products or services offered. • Assist Product team and Internal Customers to develop ideas, concepts and solutions that help the product meet company objectives allowing for company growth and ease to implement and support the product ongoing. • Own and resolve complex, multi-system client issues related to payment processing, accounting workflows, and reporting with minimal escalation.

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