Full job description
**Job Summary:**
We are looking for a detail\-oriented and customer\-focused Email Support Specialist to provide exceptional support to customers through email communication. The ideal candidate will handle inquiries, resolve issues, and ensure timely and accurate responses while maintaining high customer satisfaction and service quality.
**Key Responsibilities:**
* Respond to customer inquiries and support requests via email in a timely and professional manner
* Troubleshoot product, service, or account\-related issues and provide solutions
* Manage and track support cases using ticketing systems or CRM tools
* Escalate complex or unresolved issues to relevant teams when necessary
* Maintain detailed records of customer interactions and resolutions
* Follow company policies, workflows, and SLA guidelines for response and resolution times
* Collaborate with internal departments (technical support, billing, operations, etc.) to resolve customer concerns
* Identify recurring issues and recommend process improvements
* Ensure high\-quality written communication and customer satisfaction standards
**Required Skills \& Qualifications:**
* High school diploma or Bachelor’s degree (preferred)
* 1–3 years of experience in customer support, email support, or client servicing roles
* Excellent written communication and grammar skills
* Strong problem\-solving and attention\-to\-detail abilities
* Familiarity with ticketing tools (Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, etc.)
* Basic computer proficiency and ability to manage multiple systems
* Strong time management and ability to handle high email volumes
* Ability to work independently in a remote setup
**Preferred Qualifications:**
* Experience in SaaS, e\-commerce, fintech, healthcare, or BPO/customer support environments
* Familiarity with CRM tools and knowledge base systems
* Basic understanding of troubleshooting technical or account\-related issues
* Experience supporting global customers
* Knowledge of customer service metrics and SLA management
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