Email Support Specialist

Careerscape is recruiting on behalf of our client for an entry-level Email Support Specialist to join their growing remote customer care team. This is a great opportunity for someone who loves helping people, writes clearly and warmly, and wants to build a career in customer experience with a company that values thoughtful, human support over rushed responses.

Day to day, you will spend most of your time inside a shared inbox or helpdesk platform, working through a queue of customer emails with empathy, accuracy, and a friendly tone. People who thrive in this role are patient, detail-oriented, and comfortable multitasking across several conversations at once, while still making each customer feel heard. No prior experience is required, just strong writing skills, a positive attitude, and a genuine desire to solve problems for people.

Responsibilities

• Respond to customer inquiries received via email in a timely, accurate, and friendly manner
• Triage incoming messages and prioritize based on urgency and customer impact
• Research account details, order history, and policies to provide accurate answers
• Escalate complex or sensitive issues to senior support staff or the appropriate department
• Document customer interactions and outcomes in the helpdesk or CRM system
• Follow brand voice and tone guidelines to ensure consistent customer communication
• Identify recurring issues and share feedback with the team to improve processes
• Meet daily and weekly response time and quality targets
• Assist with drafting and updating canned responses and help center articles
• Collaborate with teammates during peak volume periods to keep queues manageable

Requirements

• High school diploma or equivalent required
• Excellent written communication skills with strong spelling and grammar
• Comfortable typing and navigating multiple software tools at once
• Reliable home internet connection and a quiet remote workspace
• Ability to manage time independently and meet daily productivity goals
• Patient, empathetic approach to handling customer questions and complaints
• Basic computer proficiency, including email, spreadsheets, and web applications
• Prior customer service or email support experience is a plus but not required
• Availability to work an assigned shift within standard business hours

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Paid time off and paid holidays
• 100 percent remote work with flexible scheduling options
• Home office equipment stipend
• Paid training and onboarding
• Opportunities for growth into senior support or team lead roles
• Employee assistance program
• Casual, supportive team culture
• Company-sponsored wellness perks