Remote Email Support Specialist — Growth & Impact

Rosabella; South Africa; Remote; ZAR 180,000 - 240,000; Full time

Job summary

Rosabella is seeking a Customer Service Representative (Email) to be the written voice for order issues, product questions, billing and refunds. You’ll handle inbound emails, resolve inquiries clearly and maintain the brand voice across communications.

This fully remote role sits within a growing US-focused Customer Service team and uses a ticket queue and SOPs. You’ll work an assigned shift with rest days set by coverage needs, participate in coaching sessions with camera on, and help keep

Qualifications

• Experience in email or ticket-based support.
• Strong written English with professional tone.
• Reliable internet connection and backup device.

Responsibilities

• Handle inbound customer emails on order, product, billing and refunds.
• Manage assigned ticket queue and prioritize by urgency.
• Escalate complex issues with clear context to leadership.
• Personalize responses using macros and SOPs to read as helpful.
• Meet CSAT, first response time, and resolution targets for email channel.
• Participate in coaching sessions and team meetings with camera on.
• Maintain accurate case notes in Richpanel for every interaction.
• Flag recurring issues to leadership for root-cause addressing.

Skills

Email support

Customer service

Written English

Remote work

Ticketing

Tools

Richpanel

Job description

Rosabella is seeking a Customer Service Representative (Email) to be the written voice for order issues, product questions, billing and refunds. You’ll handle inbound emails, resolve inquiries clearly and maintain the brand voice across communications.

This fully remote role sits within a growing US-focused Customer Service team and uses a ticket queue and SOPs. You’ll work an assigned shift with rest days set by coverage needs, participate in coaching sessions with camera on, and help keep