Customer Support Representative - escalations (remote)

Summit Cedar Legal Group is a law firm in Oakland serving businesses and individuals, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people, working mostly from home. 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. • Resolve billing and account issues, including intake forms, 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. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with intake forms. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Oakland. • We will tell you what to expect at each step of the hiring process.