Senior Customer Support Representative - escalations (remote)

We are growing our team at Ironwood Bridge Freight and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 66 people, working mostly from home. 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 claims, 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 • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with claims. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Grand Rapids. • We will tell you what to expect at each step of the hiring process.