Email Support Specialist

Monthly Pay: $3,533 - $4,962 USD per month

Accurate answers, complete notes, and thoughtful follow-up are at the center of this role. The Email Support Specialist responds directly to customer questions, explains product or service information, and helps resolve routine concerns through clear written exchanges that build trust. This position sits on the customer service team and works under a customer service team lead while partnering with customers, support teammates, and internal product or operations contacts.

The role is fully remote, work from home, in Florida, United States, and requires a dependable desk-based environment for managing email conversations. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Strong performance matters because each response should help customers move forward with confidence while giving the support team useful context for continued assistance.

• Review incoming customer questions from the shared email queue, identify the request type, and prioritize messages according to established response practices.
• Read prior conversation history and available customer details before replying, ensuring each answer reflects the current request and relevant product or service information.
• Write clear, courteous email responses that address questions directly, explain next steps, and use approved resources without making unsupported commitments.
• Create and update customer profiles and interaction notes in a CRM such as Salesforce, recording the issue, response provided, and any promised follow-up.
• Track email cases in a support platform such as Freshdesk, assign appropriate categories, and maintain organized status information throughout the conversation.
• Use internal knowledge resources to confirm product or service details, escalating unclear information to the customer service team lead or the appropriate internal contact.
• Follow up on open customer questions when additional information is needed, checking for responses and keeping customers informed until the matter is addressed.
• Escalate sensitive, complex, or unresolved concerns to the customer service team lead with a concise summary, relevant history, and a clear explanation of the assistance needed.
• Coordinate with support teammates through a live chat tool such as Crisp when clarification is needed to provide a consistent customer response.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, appropriate follow-up, and professional written communication.

• High school diploma or equivalent.
• About 1-2 years of related customer-facing email support experience preferred.
• Familiarity with responding to written customer questions about products, services, account access, or general service steps preferred.
• Ability to write organized, courteous, and easy-to-understand responses that address the customer’s stated question.
• Familiarity with a CRM such as Salesforce and a support platform such as Freshdesk preferred.
• Ability to review conversation context, use knowledge resources, and recognize when an issue needs team lead guidance.
• Comfortable maintaining accurate interaction notes and status updates while handling multiple email conversations.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a dedicated home workspace in Florida, United States.
• Structured onboarding and training on Salesforce, Freshdesk, and Crisp.
• Regular check-ins with the customer service team lead to review questions, priorities, and development.
• Opportunities to build written support, customer guidance, case review, and escalation judgment skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.