Customer Complaint Email Assistant

I need an organised, empathetic assistant to own my customer-support inbox and turn complaint emails into positive experiences. Every message must receive a clear, confident reply that both solves the issue and protects our brand voice. Because we have no existing protocol, you’ll also create a light playbook as you work—simple templates, tone guidelines, and an escalation path I can sign off on.

You’ll receive the full email thread and order details, draft the response, log the outcome in a shared Google Sheet, and highlight anything that still needs my approval. Fluency in written English and a calm, service-oriented style are critical. Familiarity with Gmail, Help Scout, Zendesk, or similar tools will let you hit the ground running; if you prefer another platform, let me know.

Deliverables
• Daily complaint emails answered within 24 hours
• Living protocol document (templates + workflow) updated as new scenarios emerge
• Weekly summary report of resolved cases, open issues, and notable feedback

Acceptance criteria
• Tone consistently polite, solution-driven, and on-brand
• 100 % of complaint tickets acknowledged inside 12 hours, fully resolved or properly escalated inside 24 hours
• Playbook clear enough for any new agent to follow without extra training