Senior Customer Support Representative - escalations (remote)

Highbridge Technologies is an arts centre in Toledo with a full calendar of events, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 677 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with school partnerships. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with a monthly team day in Toledo. • We reply to every applicant.