Customer Support Representative - escalations (remote)

Silverline Thistle Medical builds devices used by hospitals and clinics, with its team based in Louisville, 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 • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including production lots, on the first contact when possible. • 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 • 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 production lots. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, afternoons. • Fully remote, with quarterly visits in Louisville. • We will tell you what to expect at each step of the hiring process.