Customer Support Representative - escalations (remote)

Nova Ember Markets Group operates grocery and general-merchandise stores around Birmingham. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 31 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with supplier deliveries. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Birmingham. • We reply to every applicant.