Customer Support Representative - escalations (remote)

We are growing our team at Westbrook Bridge Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 123 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including survey data, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with survey data. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with a monthly team day in Louisville. • Applications are reviewed on a rolling basis.