Senior Customer Support Representative - escalations (remote)

We are growing our team at Fernwood Linden Hospitality and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 13 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including guest bookings, 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. • Escalate complex cases with all details attached. 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 • Experience with guest bookings. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Jackson. • We reply to every applicant.