Customer Support Representative - escalations (remote)

We are growing our team at Summit Field Press and adding a Customer Support Representative whose main responsibility will be escalations. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including proofing, on the first contact when possible. • 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. 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 proofing. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Baltimore. • We will tell you what to expect at each step of the hiring process.