Customer Support Representative - phone and chat support (remote)

Lumen Maple Press Group produces print and digital publications in Philadelphia, and we need a Customer Support Representative to lead our phone and chat support. You would join a small organisation of about 13 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including press runs, 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 press runs. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Philadelphia. • We reply to every applicant.