Senior Customer Support Representative - new-customer onboarding (Oakland, CA)

Westbrook Lakeside Transit Planning is a transit-planning firm in Oakland working with agencies and riders, and we need a Senior Customer Support Representative to lead our new-customer onboarding. 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. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including ridership counts, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Bilingual English and Spanish. • Experience with ridership counts. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Oakland. • We reply to every applicant.