Customer Support Representative - escalations (remote)

Summit Hollow Transit Planning is looking for a Customer Support Representative. The job centres on escalations for fare systems, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with fare systems. Working arrangement • Part-time, about 16 hours a week, afternoons. • Remote-friendly, with quarterly visits in Charleston. • We will tell you what to expect at each step of the hiring process.