Billing, Customer Relations, Customer Support/Service, Dental Insurance, Detail Oriented, Employee Assistance Plan, English Language, Establish Priorities, Help Desk, Identify Issues, Messaging Middleware, Multitasking, Office Equipment, Onboarding, Organizational Skills, Problem Solving Skills, Team Lead/Manager, Time Management, Training Program, Typing, Vision Plan, Writing Skills
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 wants to build a career in customer support with a company that values thoughtful, written communication over phone-heavy queues.
Day to day, you will spend most of your time inside a shared inbox and help desk 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 open conversations at once, all while following brand voice guidelines and knowing when to loop in a teammate for a trickier case.
Responsibilities
- Respond to customer inquiries via email in a timely, accurate, and friendly manner
- Manage a shared inbox queue and prioritize messages based on urgency
- Troubleshoot basic account, billing, and product questions using internal resources
- Escalate complex issues to senior support staff or the appropriate department
- Document customer interactions and update tickets in the help desk system
- Follow brand voice and tone guidelines in all written correspondence
- Identify recurring customer issues and flag trends to the support lead
- Meet daily and weekly response time and quality targets
- Maintain up-to-date knowledge of products, policies, and promotions
- Collaborate with teammates during peak volume periods to keep queues manageable
Requirements
- High school diploma or equivalent required, some college coursework preferred
- Excellent written English with strong grammar and spelling
- Comfortable typing and navigating multiple software tools at once
- Prior customer service experience helpful but not required
- Ability to stay organized while managing a high volume of email tickets
- Reliable home internet connection and a quiet remote workspace
- Strong reading comprehension and problem-solving skills
- Availability to work an assigned shift within standard business hours
- Positive, patient attitude when handling frustrated customers
Benefits
- Medical, dental, and vision insurance
- 401k retirement 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 program
- Opportunities for advancement into senior support or team lead roles
- Employee assistance program
- Casual, supportive team culture
- Monthly virtual team-building events