Customer Support Representative - escalations (remote)

We are growing our team at Lumen Loom Medical Group 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 • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including device records, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 device records. Working arrangement • Part-time, about 28 hours a week, afternoons. • Fully remote, with a monthly team day in San Diego. • We will tell you what to expect at each step of the hiring process.