Email Support Representative (Remote)

Email Support Representative (Remote)

Location : Remote

Job Type : Full-Time

Department : Customer Support

Reports To : Customer Support Manager

Position Summary :

We’re seeking a detail-oriented and empathetic Email Support Representative to join our remote customer support team. In this role, you’ll be responsible for handling all customer inquiries and issues through email. Your goal will be to provide accurate, timely, and friendly assistance to ensure a seamless customer experience.

Key Responsibilities :

Respond to customer inquiries and issues exclusively through email, maintaining a professional and personable tone.

Troubleshoot product or service issues and provide clear, step-by-step solutions.

Accurately document customer interactions and outcomes in our support system.

Ensure timely follow-ups on open or pending issues to maintain high customer satisfaction.

Collaborate with other teams (Product, Engineering, Billing, etc.) to escalate complex cases and get quick resolutions.

Continuously update your knowledge of company products, services, and policies to provide the most current information.

Identify patterns in customer questions or issues and recommend improvements to internal processes or customer resources.

Meet or exceed performance metrics related to response time, resolution time, and customer satisfaction.

Qualifications :

Previous experience in a customer support or email-based service role.

Exceptional written communication skills — clear, concise, and empathetic.

Strong attention to detail and ability to follow instructions precisely.

Ability to explain complex issues in a simple, user-friendly way.

Self-motivated with the ability to work independently in a remote setting.

Familiarity with customer support tools like Zendesk, Help Scout, Intercom, Freshdesk, or similar.

Basic technical skills and a willingness to learn software tools or product features.

Reliable internet connection and a quiet environment for focused work.

Preferred Qualifications :

Experience supporting tech products, SaaS, or e-commerce.

Knowledge of using macros, templates, and support automation tools.

Prior experience working in a remote customer support team.

Fluency in additional languages is a plus.

What We Offer :

100% remote position with flexible working hours.

Competitive compensation and performance-based incentives.

Paid time off, holidays, and sick leave.

Training and career development opportunities.

Supportive and inclusive remote work culture.