Senior Customer Support Representative - phone and chat support (remote)

We are growing our team at Northwind Ember Press and adding a Senior Customer Support Representative whose main responsibility will be phone and chat support. We like people who notice details. What you will do • Answer questions by phone, email and chat in a friendly and clear way. • Document every interaction and follow up when you promise to. • Escalate complex cases with all details attached. • Share recurring problems with the team so they can be fixed. • Resolve billing and account issues, including bindery work, on the first contact when possible. 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 bindery work. Working arrangement • Full-time, on a regular day shift. • Fully remote, with quarterly visits in Houston. • Applications are reviewed on a rolling basis.