Senior Customer Support Representative - escalations (Baltimore, MD)

We are growing our team at Ironwood Medical and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including clinical evaluations, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. 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 clinical evaluations. • Bilingual English and Spanish. Working arrangement • Full-time, with a steady weekday schedule. • On site in Baltimore, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.