Senior Customer Support Representative - escalations (remote)

Highbridge River Markets is looking for a Senior Customer Support Representative. The job centres on escalations for online orders, and it would suit someone who likes steady, practical work. We like people who know our customers by name. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with online orders. Working arrangement • Part-time, about 28 hours a week, afternoons. • Remote-friendly, with an occasional day on site in Rochester. • We will tell you what to expect at each step of the hiring process.