Customer Support Representative - escalations (remote)

Ironwood Ember Manufacturing manufactures parts and assemblies at its Spokane plant, and we need a Customer Support Representative to lead our escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including tooling, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • 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 tooling. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Spokane. • We reply to every applicant.