Senior Customer Support Representative - escalations (remote)

Amberfield Drift Hospitality Group is looking for a Senior Customer Support Representative. The job centres on escalations for reviews and feedback, and it would suit someone who likes steady, practical work. Promotion from within is common. What you will do • Resolve billing and account issues, including reviews and feedback, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 • Experience with reviews and feedback. • Bilingual English and Spanish. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Cleveland. • Applications are reviewed on a rolling basis.