Email Support Specialist

Careerscape is recruiting on behalf of our client, a growing e-commerce company, for a Remote Email Support Specialist to join their customer experience team. In this role you will be the friendly, reliable voice behind the inbox, managing inbound customer inquiries through a shared help-desk platform and making sure every shopper feels heard and taken care of.

Day to day, you will work through a queue of order questions, shipping updates, returns, and general account issues, balancing speed with a genuine, helpful tone in every reply. This role suits someone who is naturally organized, writes clearly and warmly, and enjoys the satisfaction of clearing a queue while leaving customers happier than when they wrote in.

Responsibilities

• Respond to inbound customer emails through the shared help desk inbox in a timely and professional manner
• Triage and prioritize incoming tickets based on urgency and issue type
• Resolve order, shipping, billing, and account inquiries using established procedures
• Process returns, exchanges, and refunds according to company policy
• Escalate complex or sensitive issues to the appropriate team or supervisor
• Maintain accurate records of customer interactions in the help desk system
• Meet daily and weekly response time and resolution targets
• Identify recurring issues and share feedback with the team to improve processes
• Collaborate with fulfillment and logistics partners to resolve shipping problems
• Contribute to a shared knowledge base of common questions and templated responses

Requirements

• High school diploma or equivalent required
• Prior customer service or email support experience is a plus but not required
• Excellent written communication skills with strong grammar and attention to detail
• Comfortable typing quickly and navigating multiple software tools at once
• Ability to stay organized and manage a high volume of tickets
• Reliable internet connection and a quiet, distraction free home workspace
• Problem solving mindset with a calm, patient approach to frustrated customers
• Availability to work an assigned remote shift including some weekends if needed
• Familiarity with help desk platforms such as Zendesk, Gorgias, or Freshdesk is a plus

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling options
• Home office equipment stipend
• Paid training and onboarding
• Opportunities for growth into senior support or team lead roles
• Employee wellness program
• Collaborative, supportive remote team culture
• Employee discount on client products