Customer Support Representative - escalations (remote)

Summit Forge Transit Planning Partners plans bus and rail service for cities around Honolulu, 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 • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including survey data, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 survey data. Working arrangement • Contract for three months, with clear deliverables from the first week. • Remote-friendly, with quarterly visits in Honolulu. • Applications are reviewed on a rolling basis.