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

Fernwood Sparrow Arts Center is an arts centre in Kansas City with a full calendar of events, and we need a Senior Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including ticketing, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with ticketing. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Kansas City. • Applications are reviewed on a rolling basis.