Senior Customer Support Representative - escalations (remote)

We are growing our team at Highbridge Timber Medical and adding a Senior Customer Support Representative whose main responsibility will be escalations. 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. • Resolve billing and account issues, including training materials, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with training materials. Working arrangement • Full-time, Monday to Friday. • Fully remote, with an occasional day on site in Oakland. • We will tell you what to expect at each step of the hiring process.