Senior Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Keystone Freight Group and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 37 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including proof of delivery, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with proof of delivery. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Seattle. • We will tell you what to expect at each step of the hiring process.