Senior Customer Support Representative - escalations (Fresno, CA)

Foxglove Iron Insurance Group is an insurance company in Fresno with claims and service teams, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 154 people based in Fresno. What you will do • 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. • Resolve billing and account issues, including customer complaints, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Fresno. • We will tell you what to expect at each step of the hiring process.