Email Support Representative

About the role

The purpose of the Email Support Representative position at Cincy Connect Services is to improve written service quality while supporting customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations. This scope ensures every handoff shows what is complete, what is pending, and who owns the next step.

The role is working well when written service quality becomes more reliable and repeated failure points are surfaced before they affect customers, partners, or teammates.

Responsibilities

• Coordinate the Email Support Representative workflow by helping the team escalate policy-dependent or sensitive requests.
• Review the Email Support Representative workflow by helping the team maintain clear and professional written service.
• Maintain the Email Support Representative workflow by helping the team respond through assigned written channels.
• Track the Email Support Representative workflow by helping the team review available history before asking for information.
• Own the Email Support Representative workflow by helping the team document actions and promised follow-up.

Skills

• Use Email Support Representative Workflow and Email Support Service Representation confidently.
• Apply Knowledge Base without losing track of exceptions, owners, or deadlines.
• Document Account Review decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Quality Assurance, especially when escalation is required instead of assumption.

Role Details

Full-time, entry-level position. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.