Senior Customer Support Representative - escalations (Philadelphia, PA)

Ironwood Cedar Legal Group provides legal services in Philadelphia across employment, housing and small-business law, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people based in Philadelphia. 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. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including intake forms, 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 intake forms. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Philadelphia. • We reply to every applicant.