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

Harborlight Umber Freight moves freight for manufacturers and retailers out of Providence, 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 • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including carrier rates, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with carrier rates. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Providence. • We will tell you what to expect at each step of the hiring process.