Senior Customer Support Representative - new-customer onboarding (remote)

We are growing our team at Ironwood Summit Medical and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. Documentation is part of the craft. What you will do • Resolve billing and account issues, including production lots, on the first contact when possible. • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • 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 • Bilingual English and Spanish. • Experience with production lots. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Orlando. • We will tell you what to expect at each step of the hiring process.