Senior Customer Support Representative - escalations (remote)

We are growing our team at Cedar Cobalt Press and adding a Senior Customer Support Representative whose main responsibility will be escalations. You would work closely with colleagues in operations, support and management. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer orders, on the first contact when possible. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer orders. Working arrangement • Full-time, Monday to Friday. • Fully remote, with an occasional day on site in Madison. • Applications are reviewed on a rolling basis.