Senior Customer Support Representative - escalations (remote)

Redstone Kestrel Press produces print and digital publications in Philadelphia. We are hiring a Senior Customer Support Representative to take on escalations. Many of us have been here for ten years or more. What you will do • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including press runs, on the first contact when possible. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with press runs. • Bilingual English and Spanish. Working arrangement • Part-time, about 16 hours a week, mornings. • Remote-friendly, with quarterly visits in Philadelphia. • Applications are reviewed on a rolling basis.