Senior Customer Support Representative - escalations (remote)

Ironwood West Banking Services is a community-focused bank in San Jose serving households and small businesses, and we need a Senior Customer Support Representative to lead our escalations. Most people here started in a branch and stayed. 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. • Resolve billing and account issues, including deposit accounts, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Experience with deposit accounts. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Remote-friendly, with quarterly visits in San Jose. • We will tell you what to expect at each step of the hiring process.