Customer Support Representative - phone and chat support (Oakland, CA)

We are growing our team at Nova River Press and adding a Customer Support Representative whose main responsibility will be phone and chat support. You would join a small organisation of about 91 people based in Oakland. What you will do • Escalate complex cases with all details attached. • 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 proofing, on the first contact when possible. • Share recurring problems with the team so they can be fixed. 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 • Bilingual English and Spanish. • Experience with proofing. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Oakland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.