Customer Support Representative - escalations (remote)

Silverline Pine Markets operates grocery and general-merchandise stores around Chicago, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 127 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including promotions, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with promotions. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Fully remote, with an occasional day on site in Chicago. • Applications are reviewed on a rolling basis.