Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Harborlight Willow Financial and adding a Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including loan applications, 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. 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 loan applications. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • 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.