Senior Customer Support Representative - escalations (remote)

Summit Fern Arts Center Partners is an arts centre in Tucson with a full calendar of events, and we need a Senior Customer Support Representative to lead our escalations. We run on creativity, deadlines and a lot of goodwill. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including school partnerships, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with school partnerships. • Bilingual English and Spanish. Working arrangement • Contract for four months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Tucson. • Applications are reviewed on a rolling basis.