Senior Customer Support Representative - escalations (remote)

We are growing our team at Bluepeak Rook Markets and adding a Senior Customer Support Representative whose main responsibility will be escalations. 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. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including store inventory, on the first contact when possible. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with store inventory. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Orlando. • We reply to every applicant.