Customer Support Representative - phone and chat support (remote)

Fernwood Kestrel Financial is looking for a Customer Support Representative. The job centres on phone and chat support for payment disputes, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including payment disputes, on the first contact when possible. • 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 • 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 payment disputes. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with an occasional day on site in Boston. • Applications are reviewed on a rolling basis.