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

Nova Willow Insurance sells home, auto and small-business insurance in Birmingham, and we need a Senior Customer Support Representative to lead our new-customer onboarding. Claims teams work together and share what they learn. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • 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 claims, on the first contact when possible. 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 claims. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Birmingham. • We reply to every applicant.