Customer Support Representative - escalations (remote)

Harborlight Umber Arts Center Group is an arts centre in Raleigh with a full calendar of events, and we need a Customer Support Representative to lead our escalations. Everyone pitches in on show days. 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. • Resolve billing and account issues, including school partnerships, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 school partnerships. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Fully remote, with an occasional day on site in Raleigh. • We will tell you what to expect at each step of the hiring process.