Senior Customer Support Representative - escalations (remote)

Fernwood Ivory Legal Group is a law firm in Austin serving businesses and individuals, and we need a Senior Customer Support Representative to lead our escalations. We are a close group and share the work. What you will do • Resolve billing and account issues, including billing records, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with billing records. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Austin. • We reply to every applicant.