Customer Support Representative - escalations (remote)

Lumen Bright Press prints books, catalogues and packaging from its Tampa plant, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 23 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Resolve billing and account issues, including proofing, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. 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 • Experience with proofing. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Tampa. • Applications are reviewed on a rolling basis.