Email Support Specialist
Job Summary
Owning the email support desk, the full-time Email Support Specialist will manage client inquiries and issues remotely, ensuring timely and personalized responses while adhering to established protocols.
Key responsibilities
- Monitor and respond to support tickets, meeting response-time targets for various issue priorities
- Correctly categorize and tag tickets for accurate reporting while handling common cases using a documented playbook
- Recognize sensitive situations and escalate issues as necessary, ensuring no ticket is left without a first response by the end of the day
Required qualifications
- 1+ years in a customer support, help desk, or email/chat support role
- Excellent written English with a warm and clear communication style
- Experience with a ticketing/helpdesk platform (e.g., Zendesk, Freshdesk, Gorgias)
- Ability to work independently on a remote team while following detailed SOPs
- Strong judgment under pressure, with the ability to assess when to escalate issues
Complete Job Description
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