Senior Customer Support Representative - escalations (remote)

Stonegate Umber Legal Group is looking for a Senior Customer Support Representative. The job centres on escalations for intake forms, and it would suit someone who likes steady, practical work. 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including intake forms, 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. 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 • Experience with intake forms. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Austin. • We reply to every applicant.