Customer Support Representative - phone and chat support (remote)

Northwind Keystone Arts Center Group is a cultural organisation in Madison presenting exhibitions and performances. We are hiring a Customer Support Representative to take on phone and chat support. Evenings and weekends are part of the job. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including event logistics, 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. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with event logistics. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with an occasional day on site in Madison. • We will tell you what to expect at each step of the hiring process.