Senior Customer Support Representative - escalations (remote)

We are growing our team at Highbridge West Transit Planning and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including route schedules, on the first contact when possible. • Escalate complex cases with all details attached. 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 route schedules. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Memphis. • We will tell you what to expect at each step of the hiring process.