Customer Support Representative - phone and chat support (San Jose, CA)

We are growing our team at Ironwood Fern Transit Planning and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with ridership counts. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • On site in San Jose, with some flexibility after the first few months. • We reply to every applicant.