Senior Customer Support Representative - escalations (remote)

Clearpath West Freight is a Cleveland logistics company with trucks, warehouses and dispatch, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 775 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including customer tracking, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer tracking. Working arrangement • Part-time, about 16 hours a week, mornings. • Fully remote, with an occasional day on site in Cleveland. • Applications are reviewed on a rolling basis.