Senior Customer Support Representative - escalations (remote)

We are growing our team at Clearpath Thistle Insurance and adding a Senior Customer Support Representative whose main responsibility will be escalations. Claims teams work together and share what they learn. What you will do • Resolve billing and account issues, including catastrophe response, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with catastrophe response. Working arrangement • Part-time, about 20 hours a week, mornings. • Remote-friendly, with a monthly team day in Houston. • We will tell you what to expect at each step of the hiring process.