Senior Customer Support Representative - billing questions (remote)

We are growing our team at Highbridge Press and adding a Senior Customer Support Representative whose main responsibility will be billing questions. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • 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. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Remote-friendly, with a monthly team day in Buffalo. • We will tell you what to expect at each step of the hiring process.