Customer Support Representative - phone and chat support (remote)

Highbridge Ember Press produces print and digital publications in Columbus, and we need a Customer Support Representative to lead our phone and chat support. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including paper stock, on the first contact when possible. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Remote-friendly, with quarterly visits in Columbus. • We will tell you what to expect at each step of the hiring process.