Remote Email Support Specialist — Growth & Quality

Talentoma; Washington; Remote; USD 48,000 - 66,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Job summary

Talentoma is seeking an Email Support Associate to join our remote customer-support team in Washington. The role emphasizes accurate answers, organized notes, and timely follow-up to help customers understand product and service information.

You'll work with Freshdesk and Salesforce, respond to inquiries, maintain context, and follow approved templates while asking focused clarifying questions. A 40-hour weekly commitment is required for this temporary position with competitive monthly pay.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience responding to customer emails or handling service requests is preferred.
• Basic understanding of customer support workflows, including request categorization, ticket updates, follow-up, and appropriate handoffs.
• Willingness to learn the support platform and CRM examples described above through guided practice and feedback.
• Ability to locate relevant knowledge articles, compare information, and recognize when an answer needs confirmation.
• Clear written communication, careful reading, and the ability to explain product or service information in straightforward language.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations remotely.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in a desk-based customer support role, without an onsite work requirement.
• Structured onboarding and training on a support platform such as Freshdesk and a CRM such as Salesforce, with guided practice in email workflows.
• Regular check-ins with the customer service team lead to review questions, discuss quality feedback, and strengthen consistent working habits.
• Opportunities to build email management, knowledge navigation, customer interaction, and quality assurance skills through everyday support work.
• Benefits include health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.

Responsibilities

• Review incoming customer emails in a support platform such as Freshdesk, identify the main question, and prioritize requests using established guidance.
• Check customer details and previous interactions in a CRM such as Salesforce before responding, confirming that the information matches the request.
• Consult approved product information, service instructions, and knowledge articles to prepare accurate answers that address each part of the customer's question.
• Write clear, courteous email replies using approved templates where appropriate, adapting the wording to explain relevant information and practical next steps.
• Ask focused follow-up questions when essential context is missing, and explain what information is needed without requesting unnecessary personal details.
• Update each service ticket with the request category, actions taken, response provided, current status, and any outstanding questions requiring further attention.
• Track open email conversations and follow up when customers or internal specialists have not supplied the information needed to move requests forward.
• Escalate unresolved questions, conflicting information, or requests outside assigned authority to the customer service team lead, including a concise summary of prior actions.
• Confirm that the customer's question has been addressed before closing the ticket, and flag recurring questions or unclear knowledge articles for review.
• Meet quality standards measured through answer accuracy, turnaround, complete notes, and appropriate follow-up, using feedback to improve subsequent customer email responses.

Skills

Email support

Customer service

Written communication

Remote work

Problem solving

Education

High school diploma

Tools

Freshdesk

Salesforce

Job description

Talentoma is seeking an Email Support Associate to join our remote customer-support team in Washington. The role emphasizes accurate answers, organized notes, and timely follow-up to help customers understand product and service information.

You'll work with Freshdesk and Salesforce, respond to inquiries, maintain context, and follow approved templates while asking focused clarifying questions. A 40-hour weekly commitment is required for this temporary position with competitive monthly pay.