Senior Customer Support Representative - escalations (remote)

We are growing our team at Silverline Iron Medical and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people, working mostly from home. 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 clinical evaluations, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with clinical evaluations. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Seattle. • We reply to every applicant.