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

Redstone Forge Transit Planning helps transport agencies around Cleveland design routes and schedules, 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, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including route schedules, 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 • Bilingual English and Spanish. • Experience with route schedules. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Cleveland. • Applications are reviewed on a rolling basis.