Senior Customer Support Representative - escalations (Grand Rapids, MI)

Harborlight Cobalt Markets is looking for a Senior Customer Support Representative. The job centres on escalations for promotions, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including promotions, on the first contact when possible. • Escalate complex cases with all details attached. 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 • Bilingual English and Spanish. • Experience with promotions. Working arrangement • Contract for four months, with clear deliverables from the first week. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.