Email Support Representative

About the role

GoHiya's Email Support Representative will support inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations, with particular attention to written service quality. In practice, the role is email support service representation within contact center operations, with decisions grounded in current records rather than memory or guesswork.

Success means written service quality is current, exceptions have owners, and another authorized teammate can continue the work without reconstructing the history.

Responsibilities

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

Skills

• Use Written Communication and Escalation Management confidently when carrying out email support service representation.
• Apply Omnichannel Customer Support without losing track of exceptions, owners, or deadlines.
• Document Service Standards decisions clearly enough that another teammate can follow the reasoning.
• Use sound judgment around Email Support Representative Documentation, especially when escalation is required instead of assumption.

Schedule

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

Pay

Base salary: $44,000–$66,000 per year.