Customer Support Representative - escalations (San Jose, CA)

Ironwood Ashton Legal Group Partners is a law firm in San Jose serving businesses and individuals, and we need a Customer Support Representative to lead our escalations. People here care about clients, not just cases. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including document review, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. 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 • Experience with document review. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • On site in San Jose, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.