Email Complaint Resolution Specialist

My business receives a steady flow of customer-service emails, and I need a detail-oriented person to own every complaint that lands in the inbox. You will log in to our shared help desk (Gmail + Help Scout) each weekday, spot messages that express dissatisfaction, and respond with a calm, solution-focused tone that protects our brand reputation.

I work best with people who follow instructions precisely, stay organized, and keep a positive attitude even when a customer is upset—qualities that matter more to me than sheer speed. Turn-around time for each complaint response is 24 hours or less; if an issue requires escalation, note it clearly and tag me so I can step in.

Deliverables I expect
• Inbox cleared of unresolved complaints at the end of each shift
• A short log in our Google Sheet summarising the ticket number, action taken, and final status
• Suggested template improvements whenever recurring issues appear

Acceptance criteria
• Every complaint receives an empathetic, grammar-correct reply that addresses the specific problem and offers a concrete next step or resolution
• No ticket sits unacknowledged for more than 24 hours
• Escalations are flagged correctly with all relevant order details included

If you have previous email support or Zendesk/Help Scout experience, mention it, but a fast learner who communicates openly will fit in just as well. I value punctuality and clear, concise updates—meet those, and we’ll work together smoothly for the long term.