Senior Customer Support Representative - escalations (remote)

We are growing our team at Summit Umber Freight and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people, working mostly from home. 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. • Resolve billing and account issues, including customer tracking, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with customer tracking. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, afternoons. • Fully remote, with quarterly visits in Philadelphia. • We reply to every applicant.