Email CRM Support Specialist

I need someone who can take full ownership of our support inbox and keep every conversation logged cleanly in the CRM. Your day-to-day focus will be answering product-related questions that come in by email—explaining features, helping users troubleshoot, and making sure every reply is clear, friendly, and on-brand.

You will work inside the CRM to pull up each customer’s history, tag the interaction, and leave concise internal notes so the rest of the team has instant context. If a request should be escalated to engineering or sales, you’ll route it to the right place and follow up until it’s closed.

Acceptance criteria
• All new emails receive an initial response within six business hours.
• Conversations are resolved or properly escalated within two exchanges whenever possible.
• Every touchpoint is recorded in the CRM with correct tags and next-step status.

If you already speak the language of popular tools like HubSpot, Freshdesk, or Zendesk, that’s a plus, but I’m happy to show you our exact workflow. Clear written English, an eye for detail, and a calm, customer-first attitude are essential. Let me know your typical availability and a brief example of a customer email you’ve handled end-to-end.