Customer Support Representative - phone and chat support (remote)

Silverline Hollow Transit Planning is looking for a Customer Support Representative. The job centres on phone and chat support for accessibility audits, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • 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 • 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 accessibility audits. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Fully remote, with an occasional day on site in Oakland. • We reply to every applicant.