Customer Support Representative - billing questions (remote)

Bluepeak Ember Markets operates grocery and general-merchandise stores around Richmond, and we need a Customer Support Representative to lead our billing questions. We like people who know our customers by name. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including online orders, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with online orders. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Richmond. • We will tell you what to expect at each step of the hiring process.