Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Redstone Wren Transit Planning Partners and adding a Customer Support Representative whose main responsibility will be escalations. We value plain explanations. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with fare systems. Working arrangement • Contract for six months, with clear deliverables from the first week. • On site in Oakland. • We reply to every applicant.