Customer Support Representative - escalations (San Jose, CA)

Fernwood Lakeside Legal Group is a San Jose practice with attorneys, paralegals and client-service staff, and we need a Customer Support Representative to lead our escalations. People here care about clients, not just cases. 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 client files, on the first contact when possible. 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 • Experience with client files. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in San Jose, with some flexibility after the first few months. • We reply to every applicant.