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

Rivermark Rook Press produces print and digital publications in Pittsburgh. We are hiring a Senior Customer Support Representative to take on phone and chat support. Deadlines are tight and craftsmanship matters. What you will do • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Resolve billing and account issues, including paper stock, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Answer questions by phone, email and chat in a friendly and clear way. 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 • Experience with paper stock. • Bilingual English and Spanish. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Fully remote, with a monthly team day in Pittsburgh. • We reply to every applicant.