Customer Support Representative - escalations (remote)

Ironwood Wilder Press is a printer and publisher in Birmingham serving local and national clients. We are hiring a Customer Support Representative to take on escalations. You would join a small organisation of about 45 people, working mostly from home. What you will do • Resolve billing and account issues, including proofing, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Experience with proofing. • Bilingual English and Spanish. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Birmingham. • Applications are reviewed on a rolling basis.