Customer Support Representative - escalations (remote)

Ironwood Granite Press is a printer and publisher in Phoenix serving local and national clients, and we need a Customer Support Representative to lead our escalations. We like people who notice details. What you will do • Resolve billing and account issues, including bindery work, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • 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 • Bilingual English and Spanish. • Experience with bindery work. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with a monthly team day in Phoenix. • We will tell you what to expect at each step of the hiring process.