Customer Support Representative - phone and chat support (Boston, MA)

We are growing our team at Summit Forge Transit Planning and adding a Customer Support Representative whose main responsibility will be phone and chat support. We like people who ride the bus and notice when things do not work. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including accessibility audits, 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 accessibility audits. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Boston. • We will tell you what to expect at each step of the hiring process.