Customer Support Representative - escalations (Houston, TX)

Foxglove Ember Markets Partners is a Houston retailer with stores, a distribution centre and online ordering, and we need a Customer Support Representative to lead our escalations. Managers started on the floor. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. 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 supplier deliveries. Working arrangement • Full-time, with a steady weekday schedule. • On site in Houston, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.