Email Support Agent

Talentoma; Utah; Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking an Email Support Agent to handle customer emails about online orders, product information, deliveries, and returns. The role operates within the customer support team, reports to a team lead, and collaborates with order support colleagues to ensure consistent responses.

This is a fully remote position based in Utah, United States, with a 40-hour workweek and varying shifts. Responsibilities include reviewing tickets, providing clear and courteous email replies, and following

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in email support or customer-facing service roles is preferred.
• Clear written English with courteous tone when responding to customers.
• Learn ticket queues, customer history screens, and approved response templates.
• Authorization to work in the United States.

Responsibilities

• Receive customer emails through a support platform and identify the question, urgency, and prior responses before replying.
• Check order status, delivery updates, product information, and return eligibility against approved resources.
• Review customer history in a CRM to understand earlier contacts and avoid repeats.
• Write clear, courteous email responses addressing each question with options and next steps.
• Assist with permitted order changes, returns, and refunds within authorized procedures.
• Document concerns, checks, responses, and next actions in the ticket.
• Follow up on unresolved requests and keep tickets moving toward resolution.
• Escalate exceptions or requests beyond authority with a concise summary.
• Close tickets with accurate outcomes and categorize appropriately.
• Meet quality standards through accuracy, turnaround, notes, and follow-up.

Skills

Email support

Customer service

Written communication

Data verification

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot

Job description

Monthly Pay: $3,557 - $4,962 USD per month

Summary:

Accurate answers, complete notes, and timely follow-up define good work for this Email Support Agent role. You answer customer emails about online orders, product information, deliveries, and returns, helping customers understand their options and next steps. The position sits within the customer support team, works under a customer service team lead, and collaborates with order support colleagues to resolve questions consistently. This is a fully remote, work from home position based in Utah, United States, with all customer assistance performed through desk-based systems. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer emails through a Support platform such as Freshdesk, review the assigned ticket queue, and identify the question, urgency, and any previous responses before replying.
• Check order status, delivery updates, product information, and return eligibility against approved resources, confirming relevant details rather than making assumptions or promising unsupported outcomes.
• Review customer interaction history in a CRM such as HubSpot to understand earlier contacts and avoid asking customers to repeat information already available.
• Write clear, courteous email responses that directly address each question, explain available options, and give practical next steps using approved service guidance.
• Help customers with permitted order changes, return requests, and refund status questions, completing only actions within the agent's assigned authority and established procedures.
• Record the customer's concern, checks completed, response provided, and next action in the ticket so another support colleague can continue the conversation accurately.
• Follow up on unresolved requests when an update is due, check for replies from customers or internal colleagues, and keep open tickets moving toward resolution.
• Escalate exceptions, repeated delivery problems, or requests beyond assigned authority to the customer service team lead, including a concise summary of checks already completed.
• Close resolved tickets with an accurate outcome and appropriate category, and flag recurring product or service questions for the support team's shared reference materials.
• Meet quality standards measured through answer accuracy, turnaround, complete notes, and dependable follow-up, using feedback from reviewed tickets to improve subsequent email responses.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience in email support, online retail assistance, or another customer-facing service role is preferred.
• Basic understanding of online order stages, delivery tracking, returns, and how to explain service information without making unsupported commitments.
• Ability to learn ticket queues, customer history screens, approved response templates, and straightforward order support procedures through guided practice.
• Clear written English, including readable sentence structure, accurate spelling, and a courteous tone when responding to frustrated or confused customers.
• Careful reading and data verification skills, with the ability to distinguish confirmed information from details that require another check.
• Ability to organize open requests, follow written instructions, and ask the customer service team lead for guidance when an exception arises.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting online customers from home in Utah.
• Structured onboarding and training on a Support platform such as Freshdesk and a CRM such as HubSpot.
• Regular check-ins with the customer service team lead for questions, feedback, and progress reviews.
• Practical development of email support, order troubleshooting, customer response writing, and ticket prioritization skills.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.