Customer Support Representative - escalations (remote)

Redstone Summit Medical designs and makes medical devices in Richmond. We are hiring a Customer Support Representative to take on escalations. Documentation is part of the craft. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including production lots, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with production lots. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with quarterly visits in Richmond. • Applications are reviewed on a rolling basis.