Customer Support Representative - escalations (remote)

Bluepeak Kestrel Financial serves customers across Madison with accounts, loans and payments, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 763 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer onboarding, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with customer onboarding. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Madison. • We will tell you what to expect at each step of the hiring process.