Customer Support Representative - escalations (remote)

Highbridge River Press Group produces print and digital publications in Chicago, and we need a Customer Support Representative to lead our escalations. We like people who notice details. What you will do • Resolve billing and account issues, including paper stock, 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. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, afternoons. • Fully remote, with quarterly visits in Chicago. • We will tell you what to expect at each step of the hiring process.