Customer Support Representative - new-customer onboarding (remote)

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 new-customer onboarding. You would join a small organisation of about 95 people, working mostly from home. What you will do • Resolve billing and account issues, including trust accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 trust accounts. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • Fully remote, with a monthly team day in San Jose. • We will tell you what to expect at each step of the hiring process.