Customer Email Support Specialist

I need a reliable pair of hands to keep our support inbox running smoothly. Most messages concern order or billing questions, plus the occasional general inquiry about our products and policies. Your job is to jump in quickly, craft a clear reply in friendly, fluent English, and close the loop―or move it along if someone else needs to step in.

Here is what the workflow looks like on a typical day:

• Reply to straightforward questions directly from the inbox, following the tone and policy guidelines I’ll share.
• Forward anything that requires a specialist—warehouse, finance, tech—so the right team takes over without delay.
• Open a support ticket (we use Zendesk, but Freshdesk or similar experience works too) whenever an issue needs tracking or escalation.

I’ll provide template responses, brand voice notes, and a short onboarding call so you feel confident from message one. Consistency, empathy, and crisp grammar are essential; the tools and processes can be learned.

If you have a background in e-commerce or SaaS support and enjoy turning cluttered inboxes into happy customers, let’s talk.