Customer Support Representative - phone and chat support (remote)

Lumen Maple Press prints books, catalogues and packaging from its Providence plant, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 46 people, working mostly from home. What you will do • Resolve billing and account issues, including paper stock, on the first contact when possible. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Fully remote, with an occasional day on site in Providence. • We will tell you what to expect at each step of the hiring process.