Senior Customer Support Representative - new-customer onboarding (remote)

Fernwood Bridge Freight moves freight for manufacturers and retailers out of Austin, and we need a Senior Customer Support Representative to lead our new-customer onboarding. You would join a small organisation of about 95 people, working mostly from home. What you will do • Resolve billing and account issues, including proof of delivery, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with proof of delivery. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Austin. • We will tell you what to expect at each step of the hiring process.