Senior Customer Support Representative - new-customer onboarding (Cleveland, OH)

Bright Harbor Transit Planning is a transit-planning firm in Cleveland working with agencies and riders. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including fare systems, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • 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 fare systems. Working arrangement • Full-time, Monday to Friday. • On site in Cleveland, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.