Senior Customer Support Representative - escalations (remote)

Ironwood Lantern Medical Group builds devices used by hospitals and clinics, with its team based in Seattle. We are hiring a Senior Customer Support Representative to take on escalations. You would work closely with colleagues in operations, support and management. What you will do • Resolve billing and account issues, including regulatory submissions, on the first contact when possible. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 regulatory submissions. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Seattle. • We will tell you what to expect at each step of the hiring process.