Customer Support & Email Management

I need day-to-day help keeping our inbox and live-chat queue under control. You’ll jump straight into our existing email management system, reply to customer questions with a friendly, accurate tone, and make sure every issue is fully resolved or escalated. Alongside this reactive support, you’ll schedule and send our regular email campaigns, monitor their performance, and tidy up lists so future sends run smoothly.

Core deliverables:
• Respond promptly to all customer inquiries coming in via email and live chat
• Troubleshoot or escalate product issues until each customer confirms resolution
• Build, schedule, and track promotional and informational email campaigns within the tool we already use

The current platform is already configured, so I’m counting on you to learn its workflow quickly and suggest tweaks that could streamline our response time or campaign performance.

Clear, empathetic writing, solid grammar, and the ability to juggle multiple conversations at once are essential. If you have experience turning common questions into canned replies or knowledge-base articles, let me know—that efficiency will be a bonus.

Consistency is more important than speed: as long as the inbox is cleared, chats handled, and campaigns go out on time, we’re in great shape.