Senior Customer Support Representative - escalations (Tucson, AZ)

Northwind Wilder Medical builds devices used by hospitals and clinics, with its team based in Tucson, and we need a Senior Customer Support Representative to lead our escalations. Patient safety shapes every decision. What you will do • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. • Resolve billing and account issues, including complaint handling, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. What we are looking for • Clear spoken and written communication. • Patience with people who are stressed or upset. • One or more years in customer service. Nice to have • Experience with complaint handling. • Bilingual English and Spanish. Working arrangement • Full-time, Monday to Friday. • On site in Tucson, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.