Senior Customer Support Representative - escalations (remote)

Redstone Lantern Insurance Group sells home, auto and small-business insurance in Richmond, and we need a Senior Customer Support Representative to lead our escalations. Claims teams work together and share what they learn. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including catastrophe response, 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 • 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 catastrophe response. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Richmond. • Applications are reviewed on a rolling basis.