Senior Customer Support Representative - escalations (remote)

Ironwood Rowan Foods Group makes sauces, snacks and prepared meals in Tucson, and we need a Senior Customer Support Representative to lead our escalations. You would join a small organisation of about 32 people, working mostly from home. What you will do • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including ingredient orders, 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. • Escalate complex cases with all details attached. What we are looking for • Patience with people who are stressed or upset. • One or more years in customer service. • Clear spoken and written communication. Nice to have • Experience with ingredient orders. • Bilingual English and Spanish. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Remote-friendly, with quarterly visits in Tucson. • Applications are reviewed on a rolling basis.