Email Support Specialist

Impact Clients; Canada; Remote; CAD 15,000 - 23,000; Full time

Job summary

Impact Clients is seeking a Client Support Specialist to own email and ticket support, the first contact for every client question, issue, and request that comes through.

You will follow a detailed internal playbook covering refunds, billing, access, and technical issues, but you’ll also use real judgment to personalize responses, de-escalate frustrated clients, and know when to solve something yourself versus escalate to the right person.

Qualifications

• 1+ years in a customer support, help desk, or email/chat support role.
• Excellent written English, clear, warm, and typo-free; you can write like a helpful human, not a script
• Experience with a ticketing/helpdesk platform (Zendesk, Freshdesk, Gorgias, HelpScout, or similar) — we'll train you on our specific stack
• Comfortable working independently on a remote team, following detailed SOPs without needing constant oversight
• Strong judgment under pressure — able to read when a situation needs empathy, when it needs firm policy, and when it needs immediate escalation
• Reliable internet and a distraction-free home setup
• Available to work full time 9 hours per day Mon-Fri
• Bonus: prior experience in online education, coaching, subscription, or membership-based businesses

Responsibilities

• Monitor and respond to tickets across our support inboxes, hitting response-time targets (4 business hours standard, 1 hour for high-priority issues like billing disputes or threats)
• Correctly categorize and tag every ticket for accurate reporting
• Handle common cases directly using our documented playbook and canned response library — access issues, billing/commission questions, refund requests, subscription changes, while personalizing every reply rather than pasting a stock response.
• Recognize sensitive situations, refund threats, chargeback risk, legal/review mentions — and elevate immediately per our clear escalation ladder
• Keep the queue clean: no ticket left without a first response by end of day
• Work primarily out of our Helpdesk platform, with Slack for team coordination and Trello for client/refund tracking

Skills

Customer support

Written English

Remote work

SOP adherence

Escalation judgment

Internet reliability

Tools

Zendesk

Freshdesk

Gorgias

HelpScout

Job description

Impact Clients is a fast-growing coaching and AI education company supporting thousands of members across multiple products. We're hiring a Client Support Specialist to own our email/ticket support desk, the first point of contact for every client question, issue, and request that comes through.

You won't just be responding to and resolving tickets. Our support philosophy is simple: every reply either protects or erodes the client's trust in us. You'll follow a detailed internal playbook covering refunds, billing, access, and technical issues, but you'll also use real judgment to personalize responses, de-escalate frustrated clients, and know exactly when to solve something yourself versus elevate it to the right person.

What you'll do:

• Monitor and respond to tickets across our support inboxes, hitting response-time targets (4 business hours standard, 1 hour for high-priority issues like billing disputes or threats)
• Correctly categorize and tag every ticket for accurate reporting
• Handle common cases directly using our documented playbook and canned response library — access issues, billing/commission questions, refund requests, subscription changes, while personalizing every reply rather than pasting a stock response.
• Recognize sensitive situations, refund threats, chargeback risk, legal/review mentions — and elevate immediately per our clear escalation ladder
• Keep the queue clean: no ticket left without a first response by end of day
• Work primarily out of our Helpdesk platform, with Slack for team coordination and Trello for client/refund tracking

• 1+ years in a customer support, help desk, or email/chat support role
• Excellent written English, clear, warm, and typo-free; you can write like a helpful human, not a script
• Experience with a ticketing/helpdesk platform (Zendesk, Freshdesk, Gorgias, HelpScout, or similar) — we'll train you on our specific stack
• Comfortable working independently on a remote team, following detailed SOPs without needing constant oversight
• Strong judgment under pressure — able to read when a situation needs empathy, when it needs firm policy, and when it needs immediate escalation
• Reliable internet and a distraction-free home setup
• Available to work full time 9 hours per day Mon-Fri
• Bonus: prior experience in online education, coaching, subscription, or membership-based businesses

• Fully remote, work from anywhere within [insert accepted regions/timezones]
• Compensation between $1,000–$1,500/month
• Clear, well-documented processes, you're never guessing what to do, we have a full internal playbook for nearly every scenario
• Real ownership over the client experience, not just ticket-clearing
• Direct access to leadership when you need a decision, no bureaucracy
• Room to grow as the company scales into new products.