Senior Customer Support Representative - escalations (remote)

Lumen Basin Hospitality is looking for a Senior Customer Support Representative. The job centres on escalations for supplier orders, 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 • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including supplier orders, 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. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with supplier orders. • Bilingual English and Spanish. Working arrangement • Contract for four months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Miami. • We will tell you what to expect at each step of the hiring process.