Customer Support Representative - phone and chat support (remote)

We are growing our team at Ironwood Drift Hospitality and adding a Customer Support Representative whose main responsibility will be phone and chat support. Guests remember kindness. 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including reviews and feedback, on the first contact when possible. 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 • Experience with reviews and feedback. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Rochester. • We will tell you what to expect at each step of the hiring process.