Customer Email Support & Campaign Management
Budget: ₹100 – ₹400 INR
I’m looking for an experienced email-support professional who can step straight into our custom platform and keep customer communication smooth, timely, and well organised.
Your day-to-day focus will be:
• Responding to customer queries within our agreed SLA—covering product questions, order status & tracking updates, and light technical support.
• Managing scheduled and ad-hoc email campaigns, ensuring correct audience segmentation, compelling copy, and accurate send reports.
• Organising and tagging incoming mail so nothing slips through the cracks, archiving resolved threads, and maintaining clean folders that the wider team can navigate at a glance.
Our custom help-desk already contains templates, macros, and reporting dashboards; you’ll refine these as you work, but no migration or setup is required. Consistent tone of voice, clear documentation of each interaction, and a proactive approach to identifying recurring issues are essential.
Acceptance criteria for each week:
1. Inbox zero achieved at least once per business day.
2. All campaign metrics (open, CTR, bounce) exported and shared by Friday EOD.
3. Tagging taxonomy followed 100 % with no untitled folders or orphan threads.
If you’re comfortable juggling support tickets, marketing sends, and a bit of inbox housekeeping—all from one central console—I’d love to hear how you’d approach the first week on the job.
Your day-to-day focus will be:
• Responding to customer queries within our agreed SLA—covering product questions, order status & tracking updates, and light technical support.
• Managing scheduled and ad-hoc email campaigns, ensuring correct audience segmentation, compelling copy, and accurate send reports.
• Organising and tagging incoming mail so nothing slips through the cracks, archiving resolved threads, and maintaining clean folders that the wider team can navigate at a glance.
Our custom help-desk already contains templates, macros, and reporting dashboards; you’ll refine these as you work, but no migration or setup is required. Consistent tone of voice, clear documentation of each interaction, and a proactive approach to identifying recurring issues are essential.
Acceptance criteria for each week:
1. Inbox zero achieved at least once per business day.
2. All campaign metrics (open, CTR, bounce) exported and shared by Friday EOD.
3. Tagging taxonomy followed 100 % with no untitled folders or orphan threads.
If you’re comfortable juggling support tickets, marketing sends, and a bit of inbox housekeeping—all from one central console—I’d love to hear how you’d approach the first week on the job.
Related categories:
Copywriting
Customer Support
Technical Support
Email Marketing
Email Handling
Documentation