Prompt Email Customer Support Agent
Budget: $2 – $8 USD
I need a dependable professional to manage my customer service inbox. You will read, understand, and respond to each message so that every customer receives a helpful, accurate reply within an hour of arrival. All communication happens over email; no live-chat widgets or social media DMs are involved at this stage. Consistency in tone, clear English, and a friendly, solution-oriented attitude are essential because you will often be the only human touch-point our buyers encounter.
Day-to-day you will:
• Monitor the shared mailbox during agreed-upon hours.
• Draft concise answers, pull order information from our system when required, and escalate technical issues to me if they fall outside general service questions.
• Keep a brief log of common queries so we can refine templates together and shorten handling time.
Acceptance criteria
• Average response time tracked in the mailbox must stay under 60 minutes.
• Grammar and spelling errors in sent emails remain below 1 % according to our email platform’s metrics.
• Escalations are flagged within 15 minutes when you cannot resolve an issue on your own.
If you have experience with customer-facing email tools such as Zendesk, Front, or G Suite, let me know. Please share a short note about similar inboxes you have managed and your typical daily capacity so we can align schedules quickly.
Day-to-day you will:
• Monitor the shared mailbox during agreed-upon hours.
• Draft concise answers, pull order information from our system when required, and escalate technical issues to me if they fall outside general service questions.
• Keep a brief log of common queries so we can refine templates together and shorten handling time.
Acceptance criteria
• Average response time tracked in the mailbox must stay under 60 minutes.
• Grammar and spelling errors in sent emails remain below 1 % according to our email platform’s metrics.
• Escalations are flagged within 15 minutes when you cannot resolve an issue on your own.
If you have experience with customer-facing email tools such as Zendesk, Front, or G Suite, let me know. Please share a short note about similar inboxes you have managed and your typical daily capacity so we can align schedules quickly.