Senior Customer Support Representative - escalations (remote)

Nova Cross Civic Services Group supports public agencies in Miami with budgeting, records and programmes, and we need a Senior Customer Support Representative to lead our escalations. We follow procedures carefully and explain them clearly. What you will do • Resolve billing and account issues, including permits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • 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 permits. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with a monthly team day in Miami. • We reply to every applicant.