Senior Customer Support Representative - escalations (remote)

We are growing our team at Bluepeak Fern Arts Center and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 92 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including exhibitions, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with exhibitions. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Fully remote, with a monthly team day in Rochester. • We reply to every applicant.