Senior Customer Support Representative - escalations (remote)

Northwind Stone Arts Center runs a venue and education programmes in Fresno, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including school partnerships, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with school partnerships. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Fresno. • We will tell you what to expect at each step of the hiring process.