Senior Customer Support Representative - escalations (remote)

Lumen Keystone Legal Group is looking for a Senior Customer Support Representative. The job centres on escalations for intake forms, and it would suit someone who likes steady, practical work. People here care about clients, not just cases. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including intake forms, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with intake forms. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Tampa. • We reply to every applicant.