Customer Support Email Specialist
Role Overview
This mid-level role involves serving as the primary email support representative during core business hours, handling a high volume of customer inquiries and managing escalated issues with professionalism. The hire will work closely with a small, motivated team to keep the inbox organized, prioritize time-sensitive cases, and help reduce backlog, directly impacting customer satisfaction and operational efficiency.
Perks & Benefits
The role offers full-time remote work with benefits, providing flexibility and stability. It includes exposure to many areas of the business, opportunities for career growth from email support into a key customer voice, and a fast-paced, collaborative team environment. Core business hours imply time zone alignment, likely with US-based teams, but specifics are not detailed.
Full Job Description
Headquarters: San Francisco URL: http://giftly.com
Customer Support Specialist (Email Focus) Remote | Full-time We re looking for someone to be the primary email support representative during core business hours handling the majority of incoming customer inquiries and helping keep the inbox moving efficiently. This role is best for someone who is fast, clear, and comfortable handling a high volume of emails, including more complex or escalated customer situations.
What you ll do
Serve as the main email responder during core hours
Handle a high volume of customer inquiries with speed and accuracy
Manage and respond to escalated or high-emotion customer issues with professionalism and sound judgment
Prioritize time-sensitive or high-impact cases
Help triage incoming emails and keep the inbox organized
Flag recurring issues or customer confusion to the team
Assist with backlog when needed
What we re looking for
Experience in high-volume email support
Strong written communication (clear, calm, and efficient)
Ability to stay composed and effective when handling frustrated or upset customers
Good judgment on when to resolve independently vs escalate internally
Comfortable working in a fast-paced, sometimes messy environment
What success looks like (first 60 90 days)
Consistently handling a large portion of daily email volume
Keeping response times fast during core hours
Confidently managing escalated customer situations
Helping reduce backlog
Identifying common customer issues and patterns
Why join Giftly? As a Giftly employee, you ll enjoy the flexibility of remote work with the stability of a full-time role and benefits. You ll work closely with a small, motivated team on a fun consumer product and gain exposure to many areas of the business. This is an ideal opportunity for someone who s energetic, self-disciplined, and eager to grow starting with email support during the holidays and evolving into a key voice for our customers year-round.
To apply: https://weworkremotely.com/remote-jobs/giftly-inc-customer-support-email-specialist
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