Senior Customer Support Representative - escalations (remote)

Nova Stone Transit Planning plans bus and rail service for cities around Memphis, and we need a Senior Customer Support Representative to lead our escalations. 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 service alerts, on the first contact when possible. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. 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 service alerts. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with a monthly team day in Memphis. • Applications are reviewed on a rolling basis.