Senior Customer Support Representative - escalations (remote)

Rivermark Summit Markets operates grocery and general-merchandise stores around Houston, and we need a Senior Customer Support Representative to lead our escalations. We like people who know our customers by name. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including promotions, on the first contact when possible. 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 promotions. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Houston. • Applications are reviewed on a rolling basis.