Email Support Representative

We are looking for a professional, customer-focused Email Support Representative to join our team. In this role, you will assist customers primarily through email by answering inquiries, resolving concerns, providing product or service information, and ensuring every customer receives a clear, helpful, and timely response.

Email support roles commonly involve handling customer inquiries, troubleshooting issues, documenting interactions, and escalating more complex cases when needed. Strong written communication, attention to detail, and the ability to manage multiple tickets are essential.

Responsibilities

• Respond to customer email s in a friendly, professional, and timely manner
• Answer questions about products, services, orders, accounts, billing, or policies
• Investigate and resolve customer concerns while following company procedures
• Provide accurate information and easy-to-understand solutions
• Document customer interactions, issues, and resolutions in the support system or CRM
• Escalate complex, urgent, or technical concerns to the appropriate team
• Follow up with customers when additional information or action is needed
• Maintain quality, response-time, and customer-satisfaction standards
• Identify recurring customer issues and report them to the supervisor or relevant department
• Work closely with internal teams to ensure customer concerns are resolved efficiently

Qualifications

• Excellent written English communication skills
• Strong grammar, spelling, and proofreading skills
• Customer service, email support, chat support, or virtual assistant experience is preferred
• Ability to remain professional, patient, and solution-oriented when handling complaints
• Strong attention to detail and ability to follow processes
• Comfortable using Gmail, Outlook, Google Workspace, Microsoft Office, spreadsheets, CRM tools, or ticketing platforms
• Ability to prioritize email s and manage multiple tasks in a fast-paced environment
• Reliable internet connection and a suitable remote-work setup, if working from home
• Willingness to work assigned shifts, including weekends or evenings if required

Preferred Skills

• Experience with Zendesk, Freshdesk, Gorgias, HubSpot, Salesforce, Intercom, or similar tools
• Ecommerce customer-service experience, including order tracking, returns, refunds, exchanges, and shipping concerns
• Experience supporting customers through email , live chat, and social media
• Knowledge of Shopify, Amazon, WooCommerce, or other ecommerce platforms is an advantage
• Ability to type accurately and respond efficiently without sacrificing quality

What We Offer

• Remote-work opportunity
• Training and onboarding support
• Competitive salary based on experience
• Friendly and collaborative work environment
• Opportunity for long-term growth within the company
• Performance-based incentives, where applicable

How to Apply

Please submit your resume along with a short introduction explaining your customer-service or email -support experience. Include the following in your application:

• Full name
• Location and time zone
• Relevant work experience
• Availability and preferred work schedule
• Internet speed or remote-work setup
• Expected salary or hourly rate
• A short sample email response to a customer inquiry

Sample application subject line:
Application – Email Support Representative – [Your Name]