Customer Support Representative - new-customer onboarding (remote)

Fernwood Kestrel Press is a printer and publisher in Detroit serving local and national clients. We are hiring a Customer Support Representative to take on new-customer onboarding. Deadlines are tight and craftsmanship matters. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including press runs, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with press runs. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Detroit. • We will tell you what to expect at each step of the hiring process.