Senior Customer Support Representative - phone and chat support (remote)

We are growing our team at Fernwood Wren Hospitality and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including reviews and feedback, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with reviews and feedback. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Fort Worth. • We will tell you what to expect at each step of the hiring process.