Customer Support Representative - escalations (remote)

Silverline River Press produces print and digital publications in Madison, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 17 people, working mostly from home. What you will do • Resolve billing and account issues, including bindery work, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. 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 bindery work. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Madison. • We reply to every applicant.