Senior Customer Support Representative - escalations (remote)

Highbridge Vale Medical builds devices used by hospitals and clinics, with its team based in Fort Worth. We are hiring a Senior Customer Support Representative to take on escalations. Engineers and clinicians sit at the same table. What you will do • Resolve billing and account issues, including training materials, 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 • 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 training materials. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, afternoons. • Fully remote, with a monthly team day in Fort Worth. • We reply to every applicant.