Customer Support Representative - escalations (remote)

Amberfield Umber Legal Group is a Houston practice with attorneys, paralegals and client-service staff, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 599 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 billing records, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with billing records. • Bilingual English and Spanish. Working arrangement • Contract for three months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Houston. • We reply to every applicant.