Customer Support Representative - escalations (San Jose, CA)

We are growing our team at Foxglove Beacon Press and adding a Customer Support Representative whose main responsibility will be escalations. You would join a small organisation of about 149 people based in San Jose. 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. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including paper stock, on the first contact when possible. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • On site in San Jose, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.