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

Foxglove Clear Transit Planning plans bus and rail service for cities around Grand Rapids. We are hiring a Senior Customer Support Representative to take on new-customer onboarding. You would join a small organisation of about 37 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including accessibility audits, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with accessibility audits. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Fully remote, with a monthly team day in Grand Rapids. • We reply to every applicant.