Customer Support Representative - phone and chat support (remote)

Ironwood Umber Hospitality runs guest-focused properties across the Raleigh area, and we need a Customer Support Representative to lead our phone and chat support. Promotion from within is common. What you will do • Resolve billing and account issues, including food costs, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with food costs. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with quarterly visits in Raleigh. • We reply to every applicant.