Customer Support Representative - escalations (remote)

We are growing our team at Highbridge Forge Hospitality and adding a Customer Support Representative whose main responsibility will be escalations. Guests remember kindness. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including housekeeping schedules, on the first contact when possible. 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 housekeeping schedules. • Bilingual English and Spanish. Working arrangement • Contract for three months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Indianapolis. • We reply to every applicant.