Customer Support Representative - escalations (San Diego, CA)

Ironwood Fern Freight moves freight for manufacturers and retailers out of San Diego, 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 • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with loads and lanes. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in San Diego. • We will tell you what to expect at each step of the hiring process.