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

Foxglove Clear Transit Planning helps transport agencies around Grand Rapids design routes and schedules, and we need a Senior Customer Support Representative to lead our escalations. We value plain explanations. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.