Senior Customer Support Representative - escalations (Oakland, CA)

We are growing our team at Northwind Ashton Freight and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 125 people based in Oakland. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • 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 dock schedules, on the first contact when possible. 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 dock schedules. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • On site in Oakland, with some flexibility after the first few months. • We reply to every applicant.