Customer Support Representative - escalations (remote)

We are growing our team at Foxglove Sparrow Arts Center and adding a Customer Support Representative whose main responsibility will be escalations. We run on creativity, deadlines and a lot of goodwill. What you will do • Resolve billing and account issues, including ticketing, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with ticketing. Working arrangement • Part-time, about 20 hours a week, afternoons. • Fully remote, with a monthly team day in Knoxville. • We will tell you what to expect at each step of the hiring process.