Senior Customer Support Representative - escalations (remote)

Fernwood Cross Foods Group makes sauces, snacks and prepared meals in Providence, and we need a Senior Customer Support Representative to lead our escalations. Food safety is non-negotiable and we train for it. What you will do • 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. • Resolve billing and account issues, including customer specifications, on the first contact when possible. • 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 • Bilingual English and Spanish. • Experience with customer specifications. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Providence. • Applications are reviewed on a rolling basis.