Senior Customer Support Representative - escalations (remote)

Silverline Fern Arts Center is an arts centre in Providence with a full calendar of events, and we need a Senior Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including event logistics, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 event logistics. Working arrangement • Part-time, about 28 hours a week, afternoons. • Remote-friendly, with an occasional day on site in Providence. • Applications are reviewed on a rolling basis.