Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Harborlight Granite 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. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer onboarding, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with customer onboarding. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in San Jose, with some flexibility after the first few months. • We reply to every applicant.