Correspondence and Inquiries Assistant

About Structure USAStructure USA is a nonprofit based in Orlando, Florida. We publish research and editorial work about the American market for a Brazilian audience, covering international trade, market entry, brand internationalisation, and partner relationships.Because our work is published, people write to us. Readers with questions, organisations proposing collaboration, researchers asking for sources, and people who simply want to know what we do.About the roleWe're hiring a Correspondence and Inquiries Assistant to be the first point of contact for everyone who gets in touch with us.You'll handle the general inbox and incoming calls, answer the questions you can, and route the rest to the right person. A good deal of what comes in is routine, and the value of the role is that it gets answered properly and quickly rather than sitting unread.This is the front door of a small organisation. People form their first impression of us through you.The position is full-time and fully remote. You'll need to be available during US Eastern business hours, since that's when most of our correspondence arrives.What you'll doMonitor and manage the general inbox, responding to routine enquiries directlyTake incoming calls and respond to voicemailRoute enquiries that need a specialist to the right colleague, with enough context for them to pick it upKeep a record of what comes in, who handled it, and how it was resolvedFollow up on enquiries that haven't been answeredMaintain standard responses for the questions that come up repeatedlyFlag anything unusual or sensitive to the director rather than handling it aloneWhat we're looking forAt least 1 year of experience in customer service, reception, or administrative supportClear, polite written English — most of this role is writingComfortable on the phone with people you don't knowGood judgement about what you can answer and what needs to go to someone elseOrganised enough to keep track of open items without being remindedAvailable during US Eastern business hoursHelpful but not required:Experience managing a shared or general inboxExperience in a nonprofit, membership organisation, or publisherFamiliarity with helpdesk or ticketing toolsCompensation and benefitsSalary: $41,000 per yearMedical insurance, with Structure USA covering 50% of the employee premium403(b) retirement plan with an employer contribution10 days of paid time off per year, plus public holidaysFully remoteEquipment providedHow to applyApply through LinkedIn with your resume. In a short note, write how you would reply to someone asking a question you don't know the answer to.Structure USA is an equal opportunity employer. We evaluate all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.