Customer Support Specialist

Role overview A Customer Support Specialist role supporting a group transportation platform that connects organizations to a nationwide network of bus operators. The position is entry-level, fully remote within the United States, and reports to the Service Operations Manager. The specialist handles day-to-day customer interactions, monitors live trips, and helps coordinate rapid responses when travel disruptions occur.

Responsibilities - Respond to inbound customer questions by email and phone, resolving common issues and escalating complex cases to the appropriate internal teams. - Serve as live trip support during scheduled weekend shifts, tracking active trips, managing disruptions such as delays, cancellations, and vehicle breakdowns, and coordinating alternative solutions. - Maintain detailed, accurate records of every customer interaction and resolution in the support platform. - Educate customers on applicable Department of Transportation rules and follow up to confirm satisfaction after issues are resolved. - Track service requests, surface operational delays, and partner with team leads on escalated cases or policy exceptions. - Stay current on product changes and participate in ongoing training to strengthen customer service and operational knowledge.

Requirements - Two or more years of experience in customer service or logistics coordination, ideally within transportation, hospitality, or a related field. - Strong verbal and written communication skills with a customer-first mindset. - Demonstrated problem-solving ability and close attention to detail. - Capacity to stay calm and professional in fast-paced or high-pressure situations. - Solid organizational and multitasking skills, with flexibility to adapt to changing priorities and learn new systems. - Willingness to work evenings and weekends, including a varied training schedule during the first six weeks.

Nice to have - Familiarity with the charter, shuttle, or broader group travel industry. - Exposure to enterprise or B2B customer support environments.

Benefits and work setup - Hourly pay of $26.50 USD. - Remote-first work model; candidates must reside in one of the approved U.S. states listed during hiring. - Comprehensive medical, dental, and vision coverage with 100% of employee premiums covered in the U.S., plus mental health support, virtual care, gym discounts, and family-building benefits. - 15 paid time off days, increasing to 20 after two years of tenure, plus eight paid holidays. - Company-paid life insurance plus short-term and long-term disability coverage where available. - 401(k) plan for U.S. employees. - Equipment choice of a Mac or PC with a monitor, keyboard, and mouse. - Referral bonuses and access to long-term financial planning resources.