Customer Support Representative - escalations (remote)

We are growing our team at Rivermark Oak Legal Group and adding a Customer Support Representative whose main responsibility will be escalations. People here care about clients, not just cases. What you will do • Resolve billing and account issues, including document review, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • 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 document review. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Honolulu. • We will tell you what to expect at each step of the hiring process.