Customer Support Representative - escalations (remote)

Westbrook Corner Markets serves neighbourhoods around Oakland with fresh food and everyday goods. We are hiring a Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with shrink and waste. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Fully remote, with quarterly visits in Oakland. • Applications are reviewed on a rolling basis.