Customer Support Email Specialist
Role Overview
This is a mid-level Customer Support Email Specialist role where you will serve as the primary email responder during core business hours, handling a high volume of customer inquiries, including escalated or high-emotion situations, and helping triage and organize the inbox. You will work closely with a small, motivated team to keep response times fast, reduce backlog, and identify recurring customer issues, making a key impact on customer satisfaction and operational efficiency.
Perks & Benefits
This role offers the flexibility of remote work with a full-time position and benefits, allowing you to work from anywhere worldwide, though it requires availability during core business hours, likely in US time zones. You'll gain exposure to many areas of the business, with opportunities for career growth starting with email support and evolving into a key voice for customers year-round, in a fast-paced, collaborative environment.
Full Job Description
Headquarters: San Francisco URL: http://giftly.com
Customer Support Specialist (Email Focus) Remote | Full-time *Please note we are only able to consider US-based candidates at this 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-customer-support-email-specialist
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