Email Support Representative

Job Title: Email Support Representative

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

Summary:

Email is how this role connects with customers, turning written questions into clear answers and practical next steps. The Email Support Representative responds to customer questions about products and services, helping people understand information and resolve routine concerns without unnecessary back-and-forth. The role sits within the support team, works under a customer service team lead, and collaborates with other representatives and product support colleagues. This fully remote position lets you work from home in Texas, United States, with all duties performed at a desk through online systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming customer emails in a Support platform such as Salesforce Service Cloud, identifying the question, urgency, and any earlier correspondence before responding.
• Check customer contact information and previous interactions in a CRM such as Microsoft Dynamics 365 to understand the request and avoid asking repeated questions.
• Look up current product or service information in approved reference materials, checking that each answer matches the customer's specific question and circumstances.
• Draft clear, courteous replies using an email client such as Mozilla Thunderbird, explaining available next steps without making unsupported promises or assumptions.
• Ask focused follow-up questions when information is missing, requesting only details needed to understand the issue and provide an appropriate response.
• Record the question, information checked, response provided, and next action in the service ticket so another representative can continue the conversation smoothly.
• Organize assigned follow-up tasks by urgency and response deadlines using a Project management tool such as Asana, keeping customer details within approved systems.
• Escalate unresolved questions or conflicting reference information to the customer service team lead through a team collaboration platform such as Microsoft Teams, summarizing the issue clearly.
• Follow up when a customer response or internal answer is pending, communicate updates, and close tickets once the outcome and remaining steps are clear.
• Meet quality expectations through accurate answers, appropriate turnaround, complete notes, and timely follow-up; apply feedback from ticket reviews to future replies.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience answering customer emails or handling written service requests is preferred.
• Ability to read customer messages carefully, identify the main question, and distinguish confirmed information from details that still need checking.
• Clear written English, courteous wording, and proofreading skills for accurate customer replies with understandable explanations and next steps.
• Basic understanding of email conversations, service tickets, customer interaction histories, and the purpose of approved product or service reference materials.
• Willingness to learn the named systems, including reviewing response templates in a word processor such as Microsoft Word, through guided practice and feedback.
• Ability to prioritize open requests, maintain accurate notes, and recognize when an issue needs the team lead's guidance.
• A reliable computer, high-speed internet, and quiet private workspace suitable for handling customer messages while working remotely.
• Authorization to work in the United States and availability for the 40-hour weekly commitment and agreed working days and shift times.

Perks & Benefits:

• Fully remote work from home with desk-based responsibilities and digital collaboration throughout the customer support workflow.
• Structured onboarding and training on the named systems, response standards, reference materials, and escalation steps.
• Regular check-ins with the team lead to review questions, discuss feedback, and reinforce consistent service practices.
• Build practical skills in written customer support, information retrieval, proofreading, ticket prioritization, and follow-up coordination.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.