Customer Support Representative - new-customer onboarding (remote)

Lumen Maple Press is a printer and publisher in Providence serving local and national clients, and we need a Customer Support Representative to lead our new-customer onboarding. You would join a small organisation of about 40 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including bindery work, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Bilingual English and Spanish. • Experience with bindery work. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Providence. • We will tell you what to expect at each step of the hiring process.