Customer Support Representative - escalations (remote)

We are growing our team at Clearpath Drift Transit Planning and adding a Customer Support Representative whose main responsibility will be escalations. Work is collaborative and map-heavy. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including ridership counts, on the first contact when possible. 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 ridership counts. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Charleston. • Applications are reviewed on a rolling basis.