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

Bluepeak Sparrow Transit Planning Group is a transit-planning firm in Raleigh working with agencies and riders, and we need a Senior Customer Support Representative to lead our phone and chat support. We value plain explanations. What you will do • Resolve billing and account issues, including survey data, on the first contact when possible. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with survey data. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Raleigh. • We will tell you what to expect at each step of the hiring process.