Email Support Specialist

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