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