Customer Support Representative - escalations (remote)

Rivermark Juniper Civic Services supports public agencies in Boston with budgeting, records and programmes, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 18 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including procurement, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with procurement. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Boston. • We will tell you what to expect at each step of the hiring process.