Senior Customer Support Representative - escalations (remote)

Bright Forge Freight Group coordinates shipments and warehousing around Memphis. We are hiring a Senior Customer Support Representative to take on escalations. We reward reliability. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including customer tracking, on the first contact when possible. • 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. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with customer tracking. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Memphis. • We reply to every applicant.