Customer Support Representative - escalations (Miami, FL)

Harborlight Loom Insurance provides coverage to households and businesses around Miami, and we need a Customer Support Representative to lead our escalations. Claims teams work together and share what they learn. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including underwriting files, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with underwriting files. Working arrangement • Full-time, on a regular day shift. • On site in Miami, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.