Senior Customer Support Representative - escalations (Cleveland, OH)

Bluepeak Thistle Medical builds devices used by hospitals and clinics, with its team based in Cleveland. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 26 people based in Cleveland. What you will do • Document every interaction and follow up when you promise to. • 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 training materials, on the first contact when possible. • 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 • Bilingual English and Spanish. • Experience with training materials. Working arrangement • Part-time, about 20 hours a week, mornings. • On site in Cleveland. • Applications are reviewed on a rolling basis.