Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Northwind Corner Financial and adding a Customer Support Representative whose main responsibility will be escalations. Teams collaborate across risk, service and technology. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including regulatory reports, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 regulatory reports. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in San Jose, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.