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

Ironwood Umber Hospitality is a hospitality company in Tucson with restaurants, rooms and catering, and we need a Senior Customer Support Representative to lead our new-customer onboarding. Promotion from within is common. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Resolve billing and account issues, including guest bookings, on the first contact when possible. • Document every interaction and follow up when you promise to. 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 • Bilingual English and Spanish. • Experience with guest bookings. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Tucson. • We reply to every applicant.