Remote Email Customer Service Agent

Careerscape is recruiting on behalf of our client for a full-time, fully remote Email Customer Service Agent based in the Austin, Texas area. This is a great entry-level opportunity to launch a customer service career with a supportive team, clear training, and room to grow. You will help customers by resolving questions and concerns through clear, friendly written communication.

The day-to-day centers on working through an inbox of customer inquiries, researching answers, and writing thoughtful replies that leave customers feeling heard. You will collaborate with teammates through chat and virtual huddles while managing your own queue. People who thrive here are strong writers, patient problem solvers, and organized self-starters who enjoy helping others from a home office.

Responsibilities

• Respond to customer inquiries received by email in a timely, accurate, and professional manner
• Resolve issues related to orders, accounts, billing, and product or service questions
• Research customer concerns using internal knowledge bases and support tools
• Document every customer interaction clearly in the ticketing or CRM system
• Prioritize and manage a daily queue to meet response time and quality goals
• Escalate complex or sensitive issues to senior team members with complete context
• Use approved templates and tone guidelines while personalizing each response
• Identify recurring customer issues and share feedback with the team
• Participate in training sessions and team meetings to continuously improve

Requirements

• High school diploma or equivalent; some college is a plus
• Excellent written communication skills with strong grammar and spelling
• Prior customer service experience is helpful but not required
• Comfortable typing quickly and accurately, with good attention to detail
• Ability to learn new software, including ticketing and CRM platforms
• Strong time management and the ability to work independently in a remote setting
• Reliable high-speed internet and a quiet, dedicated home workspace
• A positive, empathetic attitude when handling frustrated customers
• Ability to work a set full-time schedule based on business needs

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and paid holidays
• 100% remote work from home
• Paid onboarding and ongoing training
• Equipment provided or home office stipend
• Clear career path into senior support and team lead roles
• Employee wellness and assistance programs

Job Type: Full-Time | Work Type: Remote | Industry: Customer Service | Experience: Entry