Senior Customer Support Representative - escalations (remote)

Stonegate Birch Arts Center runs a venue and education programmes in Boise, and we need a Senior Customer Support Representative to lead our escalations. We run on creativity, deadlines and a lot of goodwill. What you will do • 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. • Resolve billing and account issues, including event logistics, 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 • Bilingual English and Spanish. • Experience with event logistics. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Boise. • We will tell you what to expect at each step of the hiring process.