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

Fernwood Mill Foods produces packaged foods at its Austin plant. We are hiring a Senior Customer Support Representative to take on phone and chat support. Food safety is non-negotiable and we train for it. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including customer specifications, on the first contact when possible. • Document every interaction and follow up when you promise to. • 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 • Bilingual English and Spanish. • Experience with customer specifications. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Austin. • We will tell you what to expect at each step of the hiring process.