Remote Email Support Specialist — Customer Care & Growth

Talentoma; Florida; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Maternity leave

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an Email Support Specialist to deliver accurate answers, complete notes, and thoughtful follow-up. The role is fully remote, based in Florida, United States, with a 40-hour week and variable shifts.

You’ll handle customer questions via email, use CRM tools, and collaborate with the team to resolve routine concerns with professional, clear communication. Experience in customer-facing email support and familiarity with Salesforce and Freshdesk are preferred.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of related customer-facing email support experience preferred.
• Ability to write organized, courteous, and easy-to-understand responses that address the customer’s stated question.
• Familiarity with Salesforce and Freshdesk preferred.
• Authorization to work in the United States.

Responsibilities

• Review incoming customer questions from the shared email queue, identify the request type, and prioritize messages according to established response practices.
• Read prior conversation history and available customer details before replying, ensuring each answer reflects the current request and relevant product or service information.
• Write clear, courteous email responses that address questions directly, explain next steps, and use approved resources without making unsupported commitments.
• Create and update customer profiles and interaction notes in a CRM such as Salesforce, recording the issue, response provided, and any promised follow-up.
• Track email cases in a support platform such as Freshdesk, assign appropriate categories, and maintain organized status information throughout the conversation.
• Use internal knowledge resources to confirm product or service details, escalating unclear information to the customer service team lead or the appropriate internal contact.
• Follow up on open customer questions when additional information is needed, checking for responses and keeping customers informed until the matter is addressed.
• Escalate sensitive, complex, or unresolved concerns to the customer service team lead with a concise summary, relevant history, and a clear explanation of the assistance needed.
• Coordinate with support teammates through a live chat tool such as Crisp when clarification is needed to provide a consistent customer response.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, appropriate follow-up, and professional written communication.

Skills

Written communication

CRM experience

Email support

Multitasking

Remote work

Education

High school diploma

Tools

Salesforce

Freshdesk

Crisp

Job description

Talentoma is seeking an Email Support Specialist to deliver accurate answers, complete notes, and thoughtful follow-up. The role is fully remote, based in Florida, United States, with a 40-hour week and variable shifts.

You’ll handle customer questions via email, use CRM tools, and collaborate with the team to resolve routine concerns with professional, clear communication. Experience in customer-facing email support and familiarity with Salesforce and Freshdesk are preferred.