Customer Support Representative - escalations (remote)

Ironwood Cobalt Insurance Group sells home, auto and small-business insurance in Charleston. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 33 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 catastrophe response, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with catastrophe response. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Charleston. • We reply to every applicant.