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CharterUP Customer Support Director in New York, New York

About CharterUP

We aim to be the leading charter bus platform in the world and are looking for talented and ambitious people that want to be along for the ride! We are disrupting the massive and highly fragmented bus industry by using our proprietary technology to seamlessly connect bus companies to customers (businesses, non-profits, and governments). By promoting group travel, we can reduce the transportation industry's carbon footprint and help make our planet greener. We are achieving success by delighting our people, our customers, and our bus partners.

About this role

We are looking for a Customer Support Director to join our team! This role will report directly to the COO. The L&CS team operates in a high-velocity, transactional environment.

What You’ll Do

  • Be accountable for CharterUP's high level of customer retention and satisfaction by providing best-in-class support

  • Lead high-performance team of Customer Support Coordinators and Managers

  • Proactively manage demand-side and supply-side aspects of trip logistics and itineraries for client reservations and events

  • Manage high volume of inbound emails, calls and CRM ticket requests related to existing reservations on our platform (e.g., updates, changes, issues, questions, etc.)

  • Collaborate with finance, supply-side partnerships, and other teams to ensure execution of tasks

  • Resolve post-trip complaints by acting as platform intermediary between the customers and operators

  • Manage cancellations, rescheduling services, and account credits

  • Be accountable for emergency requests that can arise 24/7

What You’ll Need

  • Outstanding academic credentials from a top national university or standout corporate experience

  • Management consulting or investment banking experience preferred

  • Ability to make quick, reasonable decisions during contentious situations

  • Logical foundation to understand underlying fundamentals of a problem

  • Creativity to handle never-before-seen customer support situations smoothly

  • Passion for CharterUP's mission and intellectual curiosity about CharterUP's business

  • Reliability, consistency, and demonstrated relentless work ethic

  • Articulate and concise communication style coupled with great listening skills

  • Ability to elicit trust from clients through a professional tone and impeccable manners

  • Conscientious approach to duties and responsibilities

  • Extroverted and agreeable personality when dealing with clients

  • Ability to manage a Logistics & Customer Support team

Location

  • Post pandemic, CharterUP will open optional hybrid offices in Atlanta, New York City, San Francisco, or Austin where employees come in 2 or 3 times a week in during spring and fall (everyone is fully-remote during winter and summer)

  • CharterUP's preference is for you to be based in New York City or Atlanta and working on a hybrid schedule

  • Employees always have the option to live any city they choose

Team Application Process

  • Candidate submits CharterUP online application

  • Resumes encouraged to be at most one page in length

  • Answers to all initial application questions thoroughly reviewed

  • Initial evaluation

  • Brief general aptitude assessment (Wonderlic)

  • Short one-way video questionnaire or live screen

  • Interviews

  • Main interview includes behavioral and quantitative questions

  • Meeting with COO

  • Offer

  • Thorough background and reference checks prior to formal offer

CharterUP Principles

At CharterUP, we don’t compromise on quality. We hire smart, high-energy, trustworthy people and keep them as motivated and happy as possible. We do that by adhering to our principles, which are:

  • Customer First

  • We always think about how our decisions will impact our clients; earning and keeping customer trust is our top priority

  • We are not afraid of short-term pain for long-term customer benefit

  • Create an Environment for Exceptional People

  • We foster intellectual curiosity

  • We identify top performers, mentor them, and empower them to achieve

  • Every hire and promotion will have a higher standard

  • Everyone is an Entrepreneur / Owner

  • No team member is defined by their function or job title; no job is beneath anyone

  • We do more with less; we are scrappy and inventive

  • We think long-term

  • Relentlessly High Standards

  • We don’t accept “that’s how it’s always been done”; we constantly innovate and question established routines to improve processes

  • We actively push to be proved wrong and welcome different ideas; the best idea wins

  • We don’t compromise on quality

  • Clarity & Speed

  • When in doubt, we act; we can always change course

  • We focus on the key drivers of a process that will deliver the most results

  • Mandate to Dissent & Commit

  • We are confident in expressing our opinions; it is our obligation to express our disagreement

  • Once we decide, we enthusiastically move together in the agreed upon direction

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