Customer Support Representative - phone and chat support (remote)

Ironwood Willow Press produces print and digital publications in Toledo, and we need a Customer Support Representative to lead our phone and chat support. Many of us have been here for ten years or more. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Resolve billing and account issues, including bindery work, on the first contact when possible. 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 • Bilingual English and Spanish. • Experience with bindery work. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Toledo. • We will tell you what to expect at each step of the hiring process.