Senior Customer Support Representative - escalations (remote)

Stonegate Oak Freight is looking for a Senior Customer Support Representative. The job centres on escalations for loads and lanes, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. 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. • Resolve billing and account issues, including loads and lanes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with loads and lanes. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Fully remote, with an occasional day on site in Seattle. • Applications are reviewed on a rolling basis.