Senior Customer Support Representative - escalations (remote)

Bluepeak Basin Legal Group provides legal services in Hartford across employment, housing and small-business law, and we need a Senior Customer Support Representative to lead our escalations. Confidentiality and accuracy are taken very seriously. What you will do • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including document review, 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. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with document review. Working arrangement • Contract for three months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Hartford. • We will tell you what to expect at each step of the hiring process.