Senior Customer Support Representative - escalations (remote)

We are growing our team at Bright Hollow Telecom 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 • Resolve billing and account issues, including billing accounts, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with billing accounts. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Nashville. • We will tell you what to expect at each step of the hiring process.