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

Lumen Umber Legal Group is a law firm in Fort Worth serving businesses and individuals, and we need a Senior Customer Support Representative to lead our new-customer onboarding. People here care about clients, not just cases. 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 intake forms, on the first contact when possible. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with intake forms. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Fully remote, with quarterly visits in Fort Worth. • We will tell you what to expect at each step of the hiring process.