Customer Support Representative - escalations (remote)

Cedar Drift Legal Group is a Buffalo practice with attorneys, paralegals and client-service staff, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 152 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • 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. • Resolve billing and account issues, including document review, on the first contact when possible. 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 • Experience with document review. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Buffalo. • Applications are reviewed on a rolling basis.