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

Northwind Summit Insurance sells home, auto and small-business insurance in Columbus. We are hiring a Senior Customer Support Representative to take on phone and chat support. You would join a small organisation of about 23 people, working mostly from home. What you will do • 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 policy renewals, on the first contact when possible. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. 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 policy renewals. • Bilingual English and Spanish. Working arrangement • Contract for six months, with clear deliverables from the first week. • Remote-friendly, with a monthly team day in Columbus. • We reply to every applicant.