Customer Support Representative - escalations (remote)

Bluepeak Lantern Markets operates grocery and general-merchandise stores around Houston, 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 • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Escalate complex cases with all details attached. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Houston. • We will tell you what to expect at each step of the hiring process.