Customer Support Representative - escalations (remote)

Silverline Maple Markets serves neighbourhoods around Portland with fresh food and everyday goods, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • 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. • Resolve billing and account issues, including supplier deliveries, on the first contact when possible. • 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with supplier deliveries. Working arrangement • Part-time, about 16 hours a week, mornings. • Fully remote, with quarterly visits in Portland. • We will tell you what to expect at each step of the hiring process.