Senior Customer Support Representative - escalations (Charlotte, NC)

We are growing our team at Northwind Ember Markets and adding a Senior Customer Support Representative whose main responsibility will be escalations. We are friendly and busy, especially on weekends. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including pricing, on the first contact when possible. • 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 pricing. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Charlotte, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.