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

Bright Birch Arts Center runs a venue and education programmes in Charlotte, and we need a Senior Customer Support Representative to lead our phone and chat support. Everyone pitches in on show days. What you will do • Resolve billing and account issues, including event logistics, on the first contact when possible. • Escalate complex cases with all details attached. • 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. 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 • Bilingual English and Spanish. • Experience with event logistics. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Charlotte. • Applications are reviewed on a rolling basis.