Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Highbridge Stone Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 13 people based in Oakland. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including survey data, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Oakland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.