Senior Customer Support Representative - escalations (remote)

We are growing our team at Stonegate Bright Markets and adding a Senior Customer Support Representative whose main responsibility will be escalations. We like people who know our customers by name. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including online orders, on the first contact when possible. • Escalate complex cases with all details attached. 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 online orders. Working arrangement • Full-time, Monday to Friday. • Fully remote, with an occasional day on site in Jackson. • Applications are reviewed on a rolling basis.