Senior Customer Support Representative - billing questions (remote)

We are growing our team at Northwind Ember Markets and adding a Senior Customer Support Representative whose main responsibility will be billing questions. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including pricing, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with pricing. Working arrangement • Part-time, about 20 hours a week, mornings. • Remote-friendly, with a monthly team day in Grand Rapids. • We reply to every applicant.