Customer Support Representative - escalations (Charlotte, NC)

We are growing our team at Bright Bridge Legal Group 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 • Resolve billing and account issues, including billing records, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with billing records. Working arrangement • Full-time, on a regular day shift. • On site in Charlotte, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.