Senior Customer Support Representative - escalations (remote)

Ironwood Willow Medical builds devices used by hospitals and clinics, with its team based in Austin. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 40 people, working mostly from home. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including complaint handling, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • One or more years in customer service. • Patience with people who are stressed or upset. • Clear spoken and written communication. Nice to have • Experience with complaint handling. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in Austin. • Applications are reviewed on a rolling basis.