About CharterUP

If you’ve been searching for a career with a company that values creativity, innovation and teamwork, consider this your ticket to ride.

CharterUP is on a mission to shake up the fragmented $15 billion charter bus industry by offering the first online marketplace that connects customers to a network of more than 600 bus operators from coast to coast. Our revolutionary platform makes it possible to book a bus in just 60 seconds – eliminating the stress and hassle of coordinating group transportation for anyone from wedding parties to Fortune 500 companies. We’re introducing transparency, accountability and accessibility to an industry as archaic as phone books. By delivering real-time availability and pricing, customers can use the CharterUP marketplace to easily compare quotes, vehicles, safety records and reviews.

We’re seeking team members who are revved up and ready to use technology to make a positive impact. As part of the CharterUP team, you’ll work alongside some of the brightest minds in the technology and transportation industries. You’ll help drive the future of group travel and help raise the bar for service standards in the industry, so customers can always ride with confidence.

But we’re not just about getting from point A to point B – CharterUP is also committed to sustainability. By promoting group travel, we can significantly reduce carbon emissions and help steer our planet towards a greener future. In 2022 alone, we eliminated over 1 billion miles worth of carbon emissions with 25 million miles driven.

CharterUP is looking for passionate and driven individuals to join our team and help steer us towards a better future for group transportation. On the heels of a $60 million Series A funding round, we’re ready to kick our growth into overdrive – and we want you to be part of the ride.

About the Role

CharterUP is seeking an Escalations Manager to oversee a team of escalations and complaints specialists, manage their performance, and ensure the timely resolution of complex and high priority customer issues. They also play a key role in process improvement, training, and coordination with other departments.

This role involves managing a team, setting performance goals, overseeing operations and escalations management. The Escalations Manager plays a crucial role in ensuring customer satisfaction, maintaining SLA compliance, and fostering a culture of continuous improvement and customer-first mentality within the team and across the organization.

The role reports to the Director of Logistics & Customer Support and is part of the CharterUP supply team.

Outcomes

Team Management
Manage a team of escalations and complaints specialists, providing training, oversight and support.
Set clear performance goals, provide regular feedback, and administer performance evaluations.
Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer NPS, response time and resolution time.
Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns.
Foster an environment of continuous improvement and customer first mentality
Operations Management
Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established.
Escalations Management
Serve as the primary point of contact for complex and high priority customer issues that require escalation.
Ensure escalation resolution results in customer satisfaction and customer retention.
Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the L&CS side..
Reviewing and responding to customer requests for non-standard documentation, including non-standard requests for COIs, in line with company policy and after coordinating with appropriate parties.
Assist with chargeback research and rebuttals.
Process Improvement
Developing documentation and playbook of L&CS procedures and policies for managing escalations and unique requests.
Develop and deploy a program for escalation training for frontline L&CS Agents on de-escalation techniques
Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining.
Identify opportunities for cross-functional process alignment and outline recommendations for process design.
Create a loop of feedback into Product Development, Operations, Finance, Sales and other departments.
Experience and Expertise

At least 3 years of experience in escalations management.
Familiarity with escalation processes and procedures is important. This involves understanding how to effectively handle and resolve high priority or complex customer issues, as well as coordinating with other departments and stakeholders to ensure prompt resolution.
The role can be dynamic and challenging. The ability to adapt to changing circumstances, handle pressure, and remain resilient in a fast-paced and demanding environment is important.
At least 2 years experience in managing direct reports in a customer service or escalations management contact center role.
Prior experience in team management or leadership is crucial. This includes skills in providing guidance, support, and coaching to team members, setting performance goals, conducting evaluations, and fostering a positive and collaborative team environment. The ability to motivate and inspire team members to achieve their targets and continuously improve their performance is essential.
A strong background in customer service or support is essential. This includes experience in handling escalations, complaints, and complex customer issues.
Having a deep understanding of customer needs and expectations will help in effectively managing the team and resolving customer concerns.
Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time, is valuable. Understanding how these metrics impact customer satisfaction and retention and using them to drive improvements is essential.
Process Improvement: Knowledge of process improvement methodologies, such as
Six Sigma or Lean, is beneficial. Experience in identifying areas for improvement, analyzing data, and implementing process enhancements to drive efficiency and customer satisfaction is highly valuable.
Communication and Collaboration: Strong communication and collaboration skills are necessary for effective interaction with team members, stakeholders, and customers. This includes the ability to clearly convey expectations, provide feedback, and build relationships with individuals from diverse backgrounds and departments.
Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and make data-driven decisions is important. Strong problem-solving skills are necessary to address complex customer issues, identify root causes, and propose effective solutions.
Recruiting Process

Step 1: Video interview with Talent Acquisition + brief (~12 min) online assessment, Wonderlic
Step 2: Video interview with Hiring Manager
Step 3: Video quantitative interview with Talent Acquisition
Step 4: Video interviews with Team
Step 5: Offer, reference & background check
Welcome aboard!
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