Customer Support Representative - escalations (Honolulu, HI)

Foxglove Ember Markets is a Honolulu retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 45 people based in Honolulu. 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 pricing, 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. 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 pricing. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • On site in Honolulu. • We reply to every applicant.