Customer Support Specialist L2 Full Time NEW

1. About Our Client:

The organization operates in the group transportation and mobility market, valued at over $450 billion. It addresses the industry”s fragmentation and lack of transparency by providing an AI-powered platform that supports charter, shuttle, and emerging autonomous vehicle operations. Serving enterprises, institutions, and event organizers, the organization connects them to thousands of bus operators nationwide. It also functions as an operating system for large-scale shuttle and transit programs across airports, campuses, industrial sites, and major events. The platform enhances the market through real-time availability, transparent pricing, intelligent routing, and AI-driven dispatch and optimization.

2. About the Opportunity:

The Customer Support Specialist L2 plays a critical role in delivering high-quality customer support and managing complex service issues and live trip operations. This position acts as a primary contact for customers and internal teams during active trips, ensuring smooth trip experiences by resolving issues promptly and coordinating operational responses. The role requires strong problem-solving, sound judgment, and composure in a dynamic, real-time environment, contributing directly to operational effectiveness and customer satisfaction.

3. Responsibilities:

• Respond to customer inquiries by phone and email with timely, professional support

• Independently resolve various customer issues and escalate complex cases when needed

• Manage and resolve escalated concerns to maintain a positive customer experience

• Follow up with customers to ensure issues are fully resolved

• Document customer interactions, trip updates, and resolutions in proprietary systems

• Monitor active trips in real time to identify and address potential disruptions

• Serve as a primary contact for drivers, customers, and internal teams during trips

• Quickly assess situations and coordinate solutions to minimize disruptions

• Provide clear updates to customers, drivers, and internal stakeholders

• Collaborate with operations, logistics, and account management teams to solve service issues

• Coordinate with drivers and transportation partners to ensure smooth trips

• Communicate effectively across stakeholders to uphold service standards

• Identify recurring issues and suggest process improvements

• Share knowledge and best practices with team members

• Provide feedback on operational tools, workflows, and documentation

4. Requirements:

• 2 to 4 years of experience in customer service or operations, preferably in logistics, transportation, hospitality, or marketplaces

• Strong written and verbal communication skills for managing multiple stakeholders

• Proven problem-solving ability and sound judgment in fast-paced environments

• Experience handling escalated customer situations with professionalism and empathy

• Ability to multitask, prioritize, and maintain attention to detail

• Strong organizational and time management skills

• Customer-first mindset with a commitment to exceptional service

5. Pay Range and Compensation Package:

• Hourly Rate $28.85—$28.85 USD

6. Benefits & Perks:

• Flexible remote work model with some roles requiring in-office presence based on business needs

• Comprehensive health and wellness benefits including medical, dental, vision, mental health support, virtual care, gym discounts, and family-building benefits; in the U.S., 100% of employee premiums covered

• Paid time off with 15 PTO days (increasing to 20 after 2 years) plus 8 paid holidays in the U.S.; international policies vary by location

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.