Senior Customer Support Representative - escalations (Seattle, WA)

Ironwood Wilder Press produces print and digital publications in Seattle. We are hiring a Senior Customer Support Representative to take on escalations. You would join a small organisation of about 35 people based in Seattle. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including proofing, on the first contact when possible. • Share recurring problems with the team so they can be fixed. What we are looking for • Patience with people who are stressed or upset. • Clear spoken and written communication. • One or more years in customer service. Nice to have • Experience with proofing. • Bilingual English and Spanish. Working arrangement • Full-time, on a regular day shift. • On site in Seattle. • We will tell you what to expect at each step of the hiring process.