Customer Support Representative - escalations (remote)

Northwind Birch Transit Planning is looking for a Customer Support Representative. The job centres on escalations for service alerts, and it would suit someone who likes steady, practical work. We value plain explanations. 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including service alerts, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with service alerts. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Atlanta. • We will tell you what to expect at each step of the hiring process.