Senior Customer Support Representative - escalations (Indianapolis, IN)

Highbridge Labs produces print and digital publications in Indianapolis. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • 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 bindery work, on the first contact when possible. • 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 • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with bindery work. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Indianapolis, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.