Customer Support Representative - escalations (remote)

Bright Loom Manufacturing is looking for a Customer Support Representative. The job centres on escalations for machine downtime, and it would suit someone who likes steady, practical work. You would join a small organisation of about 50 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Part-time, about 24 hours a week, with flexible days. • Remote-friendly, with an occasional day on site in Chicago. • Applications are reviewed on a rolling basis.