Senior Customer Support Representative - escalations (remote)

Bright Wren Freight moves freight for manufacturers and retailers out of Little Rock, and we need a Senior Customer Support Representative to lead our escalations. You would join a large organisation of about 972 people, working mostly from home. What you will do • Resolve billing and account issues, including proof of delivery, on the first contact when possible. • 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. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with proof of delivery. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Little Rock. • We reply to every applicant.