Email Support Specialist

Careerscape; United States; Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Paid time off

Remote work

Equipment stipend

Structured training

Job summary

Careerscape is seeking a fully remote Email Support Specialist to join our client’s customer experience team. You’ll respond to customer inquiries via email, resolve issues, and provide accurate information while upholding our brand voice.

Strong writing, empathy, and organizational skills are essential for success in a structured remote training environment. The role emphasizes clear communication, attention to detail, and collaboration with teammates through chat and video platforms to

Qualifications

• Excellent written communication with strong grammar and punctuation.
• Ability to manage multiple applications and stay organized.
• Remote-work self-motivation and reliability.
• Familiarity with email, browsers and chat tools.
• Experience in customer email support and issue resolution.

Responsibilities

• Respond to customer emails with clear, professional solutions.
• Review and prioritize incoming requests, escalate as needed.
• Use knowledge bases and product docs to respond accurately.
• Record interactions and resolutions in the ticketing system.
• Maintain brand voice and communication standards.
• Identify recurring issues and share insights with leadership.
• Meet performance goals for response time and satisfaction.
• Suggest improvements to help center content and templates.
• Collaborate with team via chat and video to resolve issues.

Skills

Written communication

Attention to detail

Remote work

Email platforms

Ticketing systems

Customer support

Education

High School Diploma or GED

Tools

Ticketing system software

Knowledge base tools

Video conferencing tools

Job description

Careerscape is recruiting on behalf of its client for a fully remote Email Support Specialist position. This opportunity is ideal for individuals with strong writing skills who want to build a career in customer experience through structured training, coaching, and a supportive remote work environment. The selected candidate will serve as the written voice of the company by responding to customer inquiries, resolving issues, and providing accurate information through email communication. This role requires excellent attention to detail, empathy, organization, and the ability to manage customer requests efficiently.

Key Responsibilities

• Respond to customer emails with clear, professional, and helpful solutions.
• Review incoming customer requests and prioritize urgent matters.
• Use internal knowledge bases and product documentation to provide accurate responses.
• Escalate complex or sensitive cases to senior team members with complete details.
• Record customer interactions and resolutions within the ticketing system.
• Maintain the company's brand voice and communication standards.
• Identify recurring customer concerns and share insights with support leadership.
• Meet performance goals related to response time, resolution quality, and customer satisfaction.
• Suggest improvements to help center content and saved response templates.
• Collaborate with team members through chat and video platforms to resolve customer issues.

Requirements

• High School Diploma or GED; additional college coursework is a plus.
• Excellent written communication skills with strong grammar, spelling, and punctuation.
• Ability to type efficiently and manage multiple applications simultaneously.
• Self-motivated with the ability to work independently in a remote environment.
• Familiarity with email platforms, web browsers, and chat tools.
• Strong attention to detail and ability to follow established procedures.
• Patient, calm, and empathetic approach when handling customer concerns.
• Reliable high-speed internet connection and a suitable remote workspace.
• Previous customer service experience is an advantage.Strong knowledge of: Customer email support and written communication, Ticketing systems and customer issue resolution, Remote work tools and digital collaboration platforms

Benefits

• Medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company match.
• Paid time off and paid holidays.
• Fully remote work with flexible scheduling options.
• Home office setup and equipment stipend.
• Paid onboarding and structured training programs.
• Career growth opportunities toward senior specialist and team lead positions.
• Employee assistance and wellness resources.
• Supportive virtual team environment. High School Diploma or GED; some college coursework is a plus