Customer Support Representative - escalations (remote)

Foxglove Kestrel Manufacturing is looking for a Customer Support Representative. The job centres on escalations for machine downtime, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including machine downtime, on the first contact when possible. • 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. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with machine downtime. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with a monthly team day in Providence. • Applications are reviewed on a rolling basis.