Remote Email Support Specialist

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

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