Senior Customer Support Representative - escalations (Boston, MA)

Summit Timber Press prints books, catalogues and packaging from its Boston plant, and we need a Senior Customer Support Representative to lead our escalations. We like people who notice details. What you will do • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including print quotes, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with print quotes. Working arrangement • Full-time, Monday to Friday. • On site in Boston. • Applications are reviewed on a rolling basis.