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

We are growing our team at Westbrook Kestrel Press and adding a Senior Customer Support Representative whose main responsibility will be new-customer onboarding. We like people who notice details. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Escalate complex cases with all details attached. • Resolve billing and account issues, including customer orders, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Document every interaction and follow up when you promise to. What we are looking for • One or more years in customer service. • Clear spoken and written communication. • Patience with people who are stressed or upset. Nice to have • Bilingual English and Spanish. • Experience with customer orders. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Cleveland. • We will tell you what to expect at each step of the hiring process.