Senior Customer Support Representative - escalations (Austin, TX)

Redstone Clear Legal Group provides legal services in Austin across employment, housing and small-business law, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Austin. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including trust accounts, on the first contact when possible. • 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. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with trust accounts. Working arrangement • Part-time, about 16 hours a week, with flexible days. • On site in Austin. • We will tell you what to expect at each step of the hiring process.