Email Support Representative

Full-time, 100% remote position open to candidates throughout the United States.

About the role

Toolad has an opening for an Email Support Representative supporting advertising, creative campaigns, social media, events, client service, audience engagement, and performance reporting. The person in this role will help customers resolve questions and service issues through clear, timely support.

Responsibilities

• Respond to written support requests involving advertising, creative campaigns, social media, events, client service, audience engagement, and performance reporting and provide clear, accurate information using approved email, chat, or ticketing tools.
• Review account or request details and document each interaction with complete notes and next steps.
• Resolve routine questions and service issues within policy and escalate complex or unresolved cases across creative advertising and campaign work.
• Follow up on open cases, promised actions, or missing information so customers receive timely updates.
• Use approved knowledge resources and procedures while adapting communication to the customer's specific question while supporting creative advertising and campaign work.
• Meet service-quality, response-time, documentation, and customer-satisfaction expectations.

Requirements

• High school diploma or equivalent; prior customer-service experience is helpful but not required for entry-level roles.
• Strong written and verbal communication with a patient, professional, solution-focused approach.
• Comfort using CRM, ticketing, email, chat, phone, and web-based customer-service tools.
• Ability to learn policies and service information quickly and explain them clearly.
• Reliable internet access, a quiet workspace, and the ability to work independently.
• A pre-employment background check is required.

Pay

$45,500 - $53,000 per year