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

Redstone Lantern Insurance is looking for a Senior Customer Support Representative. The job centres on phone and chat support for customer complaints, and it would suit someone who likes steady, practical work. Claims teams work together and share what they learn. What you will do • Resolve billing and account issues, including customer complaints, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 • Experience with customer complaints. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, mornings. • Fully remote, with a monthly team day in Miami. • Applications are reviewed on a rolling basis.