Customer Support Representative - escalations (remote)

Harborlight Willow Markets serves neighbourhoods around Chicago with fresh food and everyday goods. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 14 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including shrink and waste, 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. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Chicago. • We will tell you what to expect at each step of the hiring process.