Senior Customer Support Representative - escalations (remote)

Foxglove Granite Financial provides savings, lending and payment services from Grand Rapids, and we need a Senior Customer Support Representative to lead our escalations. Teams collaborate across risk, service and technology. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including vendor spend, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with vendor spend. Working arrangement • Part-time, about 16 hours a week, afternoons. • Fully remote, with quarterly visits in Grand Rapids. • We will tell you what to expect at each step of the hiring process.