Customer Support Representative - escalations (remote)

We are growing our team at Summit Timber Markets and adding a Customer Support Representative whose main responsibility will be escalations. Managers started on the floor. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including promotions, 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. 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 • Bilingual English and Spanish. • Experience with promotions. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in San Jose. • Applications are reviewed on a rolling basis.