Senior Customer Support Representative - escalations (Philadelphia, PA)

Summit Maple Press produces print and digital publications in Philadelphia, and we need a Senior Customer Support Representative to lead our 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. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including press runs, on the first contact when possible. • Document every interaction and follow up when you promise to. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with press runs. • Bilingual English and Spanish. Working arrangement • Contract for nine months, with clear deliverables from the first week. • On site in Philadelphia. • We reply to every applicant.