Email Support Specialist

Job Summary

Owning the email support desk, the full-time Email Support Specialist will monitor and respond to client inquiries, ensuring timely resolution of issues while personalizing interactions to maintain trust, all in a remote work environment.

Key responsibilities

• Monitor and respond to support tickets, achieving response-time targets for various priority levels
• Correctly categorize and tag tickets for accurate reporting and handle common cases using a documented playbook
• Recognize sensitive situations and escalate issues as needed while maintaining a clean ticket queue

Required qualifications

• 1+ years in a customer support, help desk, or email/chat support role
• Excellent written English, capable of crafting warm, clear, and typo-free responses
• Experience with a ticketing/helpdesk platform (e.g., Zendesk, Freshdesk, Gorgias, HelpScout)
• Ability to work independently in a remote team environment, following detailed SOPs
• Strong judgment under pressure, with the ability to assess when to escalate issues