Customer Support Representative - escalations (remote)

Lumen Ivory Freight is a Charleston logistics company with trucks, warehouses and dispatch, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 44 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with loads and lanes. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Charleston. • We will tell you what to expect at each step of the hiring process.