Customer Support Representative - escalations (remote)

Amberfield Willow Manufacturing is a Madison manufacturer supplying regional industrial customers, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 56 people, working mostly from home. What you will do • Resolve billing and account issues, including tooling, 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. • Escalate complex cases with all details attached. • 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 tooling. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Madison. • We will tell you what to expect at each step of the hiring process.