Email Support Specialist

Careerscape is recruiting on behalf of our client for an entry-level role on their growing remote customer care team. This is a great opportunity for someone who loves helping people, writes clearly, and wants to build a career in customer support with a company that values thoughtful, written communication over phone-heavy queues.

About the role

Day to day, you will spend most of your time inside a shared inbox and help desk platform, working through a queue of customer emails with empathy, accuracy, and a friendly tone. People who thrive in this role are patient, detail-oriented, and comfortable multitasking across several open conversations at once, all while following brand voice guidelines and knowing when to loop in a teammate for a trickier case.

Responsibilities

• Respond to customer inquiries via email in a timely, accurate, and friendly manner
• Manage a shared inbox queue and prioritize messages based on urgency
• Troubleshoot basic account, billing, and product questions using internal resources
• Escalate complex issues to senior support staff or the appropriate department
• Document customer interactions and update tickets in the help desk system
• Follow brand voice and tone guidelines in all written correspondence
• Identify recurring customer issues and flag trends to the support lead
• Meet daily and weekly response time and quality targets
• Maintain up-to-date knowledge of products, policies, and promotions
• Collaborate with teammates during peak volume periods to keep queues manageable

Requirements

• High school diploma or equivalent required, some college coursework preferred
• Excellent written English with strong grammar and spelling
• Comfortable typing and navigating multiple software tools at once
• Prior customer service experience helpful but not required
• Ability to stay organized while managing a high volume of email tickets
• Reliable home internet connection and a quiet remote workspace
• Strong reading comprehension and problem-solving skills
• Availability to work an assigned shift within standard business hours
• Positive, patient attitude when handling frustrated customers

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling options
• Home office equipment stipend
• Paid training and onboarding program
• Opportunities for advancement into senior support or team lead roles
• Employee assistance program
• Casual, supportive team culture
• Monthly virtual team-building events

Pay

The salary range for this role is $70,000 - $85,000 per year, based on experience and qualifications.