Customer Support Representative - escalations (Boston, MA)

We are growing our team at Nova Housing and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including lease compliance, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 lease compliance. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Boston. • Applications are reviewed on a rolling basis.