Customer Support Representative - new-customer onboarding (remote)

We are growing our team at Fernwood Kestrel Press and adding a Customer Support Representative whose main responsibility will be new-customer onboarding. You would work closely with colleagues in operations, support and management. What you will do • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including bindery work, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 bindery work. Working arrangement • Full-time, Monday to Friday. • Fully remote, with a monthly team day in Madison. • We will tell you what to expect at each step of the hiring process.