Dedicated Email Support Representative

I’m looking for someone who can take full ownership of our customer inbox and ensure every general inquiry receives a clear, friendly reply within standard business-day turnaround. Your entire focus will be email—no phone calls, no live-chat queues—so polished writing and an eye for detail are essential.

Day-to-day you will:
• Monitor the shared inbox during agreed hours and triage new messages quickly
• Draft concise, helpful responses that reflect our brand voice; escalate anything technical or billing-related to the appropriate team
• Log each interaction in our help-desk platform (Zendesk or Freshdesk) and keep conversation histories tidy for easy handoff
• Flag trends or recurring questions so we can update FAQ resources and reduce repeat contacts

Success is measured by maintaining an average first-response time under 12 hours, a customer satisfaction rating above 90 %, and accurate tagging of every ticket.

If you have proven experience in email-only support, excellent written English, and comfort working with standard help-desk tools, I’d love to hear how you can keep our customers feeling heard and valued.