Customer Support Representative - escalations (remote)

Westbrook River Press produces print and digital publications in Chicago, and we need a Customer Support Representative to lead our escalations. You would join a small organisation of about 30 people, working mostly from home. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including proofing, on the first contact when possible. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with proofing. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Chicago. • We reply to every applicant.