Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Ironwood Quill Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. We value plain explanations. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including survey data, on the first contact when possible. • 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 survey data. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in Oakland. • We will tell you what to expect at each step of the hiring process.