Senior Customer Support Representative - escalations (remote)

Harborlight North Financial Group is looking for a Senior Customer Support Representative. The job centres on escalations for customer onboarding, and it would suit someone who likes steady, practical work. Career paths are clear. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including customer onboarding, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • 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 customer onboarding. Working arrangement • Part-time, about 24 hours a week, afternoons. • Remote-friendly, with a monthly team day in Rochester. • We will tell you what to expect at each step of the hiring process.