Customer Support Representative - escalations (remote)

Ironwood Kestrel Financial is looking for a Customer Support Representative. The job centres on escalations for regulatory reports, and it would suit someone who likes steady, practical work. You would join a small organisation of about 12 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including regulatory reports, on the first contact when possible. • 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. 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 regulatory reports. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Birmingham. • We will tell you what to expect at each step of the hiring process.