Customer Support Representative - escalations (remote)

Amberfield Quarry Transit Planning is a transit-planning firm in Detroit working with agencies and riders, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with ridership counts. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Detroit. • We will tell you what to expect at each step of the hiring process.