Customer Support Representative - escalations (remote)

Foxglove Forge Transit Planning Partners plans bus and rail service for cities around Charleston, and we need a Customer Support Representative to lead our escalations. We like people who ride the bus and notice when things do not work. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including service alerts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 service alerts. • Bilingual English and Spanish. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Charleston. • We reply to every applicant.