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

Harborlight Cobalt Markets serves neighbourhoods around Grand Rapids with fresh food and everyday goods. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 175 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including shrink and waste, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with shrink and waste. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Grand Rapids. • We will tell you what to expect at each step of the hiring process.