Careerscape is recruiting on behalf of our client for an entry-level Email Support Specialist to join their fully remote customer care team. This is a great opportunity for someone early in their career to build a foundation in professional written communication, customer service, and problem resolution while working from anywhere in the U.S.
Day to day, you will spend your time reading and responding to customer emails, sorting through inquiries, and finding clear, friendly, and accurate answers using internal knowledge bases and help documentation. People who thrive in this role are patient, detail-oriented writers who enjoy helping others, stay calm when juggling multiple open tickets, and take pride in a well-written, empathetic response.
Responsibilities
- Respond to customer inquiries via email in a timely, professional, and friendly manner
- Triage and prioritize incoming support tickets based on urgency and complexity
- Research customer issues using internal documentation and knowledge base articles
- Escalate complex or unresolved issues to senior support staff or relevant departments
- Maintain accurate records of customer interactions in the ticketing system
- Follow brand voice and tone guidelines in all written communication
- Identify recurring customer issues and report trends to the support team lead
- Meet daily and weekly response time and quality goals
- Assist in updating and improving help center articles and canned responses
- Collaborate with teammates across chat and internal channels to resolve customer needs
Requirements
- High school diploma or equivalent required, some college preferred
- Excellent written communication skills with strong grammar and spelling
- Ability to type efficiently and navigate multiple software tools at once
- Comfortable working independently in a remote, fully digital environment
- Basic computer proficiency including email clients, browsers, and messaging apps
- Strong attention to detail and ability to follow written procedures
- Patient, empathetic approach to handling customer concerns
- Reliable high-speed internet connection and a quiet home workspace
- Prior customer service or email support experience is a plus but not required
Benefits
- Medical, dental, and vision insurance
- 401k plan with employer 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 growth into senior support or team lead roles
- Employee assistance program
- Casual, supportive team culture
- Annual performance-based pay reviews