Senior Customer Support Representative - billing questions (remote)

Northwind Ashton Hospitality operates hotels and event venues around Cleveland, and we need a Senior Customer Support Representative to lead our billing questions. You would join a small organisation of about 125 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including group events, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with group events. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with a monthly team day in Cleveland. • We reply to every applicant.