Customer Support Representative - escalations (remote)

Nova Kestrel Financial provides savings, lending and payment services from Pittsburgh, and we need a Customer Support Representative to lead our escalations. Trust is the product, so accuracy and clarity matter. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including vendor spend, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 vendor spend. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Fully remote, with a monthly team day in Pittsburgh. • We will tell you what to expect at each step of the hiring process.