Customer Support Representative - escalations (remote)

Amberfield Fern Legal Group is a San Antonio practice with attorneys, paralegals and client-service staff, 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 intake forms, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • 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 intake forms. Working arrangement • Part-time, about 20 hours a week, afternoons. • Remote-friendly, with an occasional day on site in San Antonio. • We will tell you what to expect at each step of the hiring process.