Senior Customer Support Representative - phone and chat support (Austin, TX)

Harborlight Meridian Hospitality operates hotels and event venues around Austin, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people based in Austin. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including group events, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • 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 group events. • Bilingual English and Spanish. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • On site in Austin, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.