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

Foxglove Quill Civic Services supports public agencies in Seattle with budgeting, records and programmes, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 163 people, working mostly from home. What you will do • 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. • Escalate complex cases with all details attached. • Resolve billing and account issues, including constituent requests, on the first contact when possible. 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 constituent requests. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with quarterly visits in Seattle. • We reply to every applicant.