Senior Customer Support Representative - escalations (remote)

Amberfield Pine Press produces print and digital publications in Cleveland. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 84 people, working mostly from home. 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. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including paper stock, on the first contact when possible. 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 • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Fully remote, with quarterly visits in Cleveland. • We reply to every applicant.