Senior Customer Support Representative - phone and chat support (Raleigh, NC)

Harborlight Kestrel Insurance is an insurance company in Raleigh with claims and service teams, and we need a Senior Customer Support Representative to lead our phone and chat support. Claims teams work together and share what they learn. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including underwriting files, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Bilingual English and Spanish. • Experience with underwriting files. Working arrangement • Part-time, about 16 hours a week, afternoons. • On site in Raleigh. • We reply to every applicant.