Customer Support Representative - escalations (Boston, MA)

Bright Maple Housing is looking for a Customer Support Representative. The job centres on escalations for rent assistance, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including rent assistance, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with rent assistance. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Boston, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.