Sr. Customer Support Specialist, Escalations

About the Role 

Title: Senior Customer Support Specialist

Reports to: Escalations Manager

Location: Remote 

Shift details: Flexible to work both Tues-Sat: 1pm-10pm EST or Sun-Thurs: 1pm-10pm EST.

We are seeking a highly skilled and experienced Sr. Customer Service Specialist to join our dynamic team. This role is crucial in managing and resolving complex customer escalations, and supporting VIP and Enterprise customer accounts to ensure customer satisfaction and retention. As a Senior Customer Support Specialist at CharterUP, you will handle escalated customer issues and complaints, requiring strong conflict resolution and critical thinking skills. You will be the primary point of contact VIP and Enterprise Customers, working to ensure timely and effective resolutions to requests while maintaining positive relationships with our customers and vendors. 

Key Responsibilities:

• Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention.
• Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship.
• Customer Success Management: Support VIP and enterprise customers by proactively managing their requests, ensuring a seamless experience, and addressing their specific needs with a high level of service.
• Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
• Proactive Customer Engagement: Identify opportunities to improve customer experience by anticipating needs, offering solutions, and providing proactive communication.
• Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting.
• Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products.
• Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores.
• Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures.

Experience and Expertise

• Experience: 3-5 years in Customer Service, Customer Success, or Account Management, with a strong background in handling escalations, resolving complex customer issues, and fostering long-term customer relationships.
• Minimum of 1 year experience working in a two-sided marketplace.
• Excellent verbal and written communication skills, including de-escalation techniques.
• Proven ability to manage high-volume ticket-based and transactional workflows, with a focus on efficiency, accuracy, and timely resolution.
• Strong analytical and problem-solving abilities.
• Experience working with VIP and enterprise customers, providing high-touch support.
• Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment.
• Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values.
• Exceptional attention to detail and organizational skills.
• Customer-focused mindset with a commitment to providing exceptional service.
• Ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers.
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.

Recruiting Process

• Step 1 - Video call: Talent Acquisition
• Step 2 - Video call: Interview with Hiring Manager
• Step 3 - Video call: Final Interview
• Step 4 - Offer & background check
• Welcome aboard!