Customer Support Representative - escalations (remote)

Nova Stone Legal Group is a law firm in Las Vegas serving businesses and individuals, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 82 people, working mostly from home. What you will do • Resolve billing and account issues, including client files, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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 • Bilingual English and Spanish. • Experience with client files. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Las Vegas. • We will tell you what to expect at each step of the hiring process.