Customer Support Representative - escalations (remote)

Bluepeak Thistle Press is a printer and publisher in Dallas serving local and national clients, and we need a Customer Support Representative to lead our escalations. 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. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including press runs, on the first contact when possible. • 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. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with press runs. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Dallas. • Applications are reviewed on a rolling basis.