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

Greenridge Birch Transit Planning helps transport agencies around Grand Rapids design routes and schedules. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would join a small organisation of about 44 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, with flexible days. • Fully remote, with an occasional day on site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.