[Remote] Customer Support Specialist - Bilingual (English/French)

Note: The job is a remote job and is open to candidates in USA. CharterUP is transforming the group transportation and mobility market with an AI native platform. They are seeking a detail-oriented and customer-focused Bilingual Customer Support Specialist to assist with managing customer inquiries and ensuring smooth operations. Responsibilities 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 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 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 Collaborate with internal teams to ensure smooth and efficient customer experiences Track and monitor service requests, escalating operational delays when necessary Maintain detailed and accurate records of customer interactions in ticketing system Adhere to company policies, procedures, and service-level agreements (SLAs) 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 Stay up-to-date with product updates and service changes Participate in training sessions to enhance customer service strategies and operational knowledge Skills 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 Benefits Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. 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 Overview CharterUP is a fully-integrated marketplace for charter bus reservations. It was founded in 2018, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is