Email Customer Support Specialist (Non-Voice)

Compensation: $5/hour
Schedule: Contract | EST Hours | Fixed Schedule Based on Business Needs | Full-Time

About the Role

We’re looking for high-energy, empathetic, and detail-oriented Email Customer Support Specialists to become an important part of our growing Customer Experience team.

As an Email Customer Support Specialist, you’ll be one of the primary voices of our brand, helping customers navigate questions and concerns related to their orders, products, subscriptions, refunds, and overall experience with the company.

You’ll manage a high volume of inbound customer inquiries while ensuring every interaction is handled with accuracy, professionalism, empathy, and care. The ideal candidate is someone who can work efficiently in a fast-paced environment without sacrificing the quality of their responses.

You should be comfortable following established workflows while also using good judgment to determine when an issue can be resolved independently and when it needs to be escalated to a Team Lead or another department.

What You’ll Do

• Respond to customer inquiries via email and designated customer support platforms in a timely, professional, and empathetic manner.
• Manage a high volume of customer inquiries while maintaining response quality and accuracy.
• Resolve customer concerns related to orders, shipping, subscriptions, refunds, returns, payments, and product questions.
• Review customer information, order history, and previous interactions to provide accurate and personalized support.
• Provide clear explanations and solutions while maintaining a positive customer experience.
• Follow established customer service workflows, policies, procedures, and brand tone guidelines.
• Maintain a consistent and professional brand voice across all customer communications.
• Accurately document customer interactions, resolutions, and relevant information in the company's support systems.
• Identify recurring customer concerns and flag trends or issues that may require attention from the broader team.
• Escalate complex, sensitive, or unresolved issues to Team Leads or the appropriate department.
• Follow up on outstanding customer concerns when necessary to ensure issues are properly resolved.
• Work efficiently toward established customer service KPIs and performance expectations.
• Collaborate with Team Leads and other members of the Customer Experience team to resolve customer issues.
• Stay up to date on company products, policies, promotions, and procedures.
• Adapt to changing priorities, processes, and customer service requirements.
• Maintain professionalism and composure when handling frustrated or dissatisfied customers.
• Contribute to an efficient, positive, and customer-focused support environment.

Qualifications & Skills

• 1+ year of customer support experience, preferably in email-based customer service, e-commerce, DTC, or a similar environment.
• Experience handling a high volume of customer inquiries is strongly preferred.
• Strong written English communication skills with excellent grammar, spelling, and attention to detail.
• Ability to communicate clearly, professionally, and empathetically through written channels.
• Strong problem-solving and critical-thinking skills.
• Highly organized and able to manage multiple customer conversations and tasks simultaneously.
• Comfortable working in a fast-paced environment with established productivity and quality expectations.
• Proven ability to meet or exceed performance goals and KPIs, such as response time, resolution rate, productivity, and customer satisfaction.
• Strong judgment when determining whether to resolve an issue independently or escalate it.
• Ability to follow established workflows and policies consistently.
• Comfortable handling repetitive, high-volume tasks while maintaining accuracy and quality.
• Patient and professional when working with frustrated or unhappy customers.
• Strong sense of ownership and accountability.
• Team-oriented and comfortable communicating with Team Leads and other departments.
• Flexible and adaptable when business priorities or coverage requirements change.
• Experience with Zendesk, Shopify, Gorgias, Kustomer, or similar customer support/e-commerce platforms is a plus.
• Experience in the health, wellness, supplements, or consumer products space is a plus.
• Reliable internet connection and a suitable remote work environment.

Schedule & Availability

This is a full-time contract position supporting EST-based customer service operations.

• Employees will be assigned a fixed schedule based on business and staffing needs.
• Specific working hours will be determined based on required coverage and communicated once candidates are selected.
• Employees are expected to maintain their assigned schedule and provide reliable daily coverage.
• The standard shift is 8 hours total, consisting of 7.5 hours of work plus a 30-minute unpaid lunch break.
• Employees are expected to clock in and clock out using the When I Work system.
• The role may require up to 60 hours per week on an as-needed basis when additional coverage is required.
• Employees will receive at least 5 working days of rotational time off, based on overall staffing and coverage requirements.
• Flexibility may be required during periods of increased customer volume, product launches, promotions, or other business needs.

Once candidates are selected, the specific schedule and expected coverage hours will be communicated before their start date.

Performance Expectations

Success in this role will be measured through a combination of customer experience, productivity, quality, and reliability.

Key performance indicators may include:

• Response time
• Number of tickets/conversations handled
• Resolution rate
• Customer satisfaction (CSAT)
• Quality assurance scores
• Accuracy of responses
• Adherence to established processes
• Attendance and schedule adherence
• Escalation accuracy
• Overall productivity

The goal isn't simply to respond to as many customers as possible. We want to ensure that customers receive fast, accurate, thoughtful, and effective support.

What Success Looks Like

You’ll be successful in this role if you:

• Consistently respond to customers within expected response times.
• Resolve customer issues accurately and efficiently.
• Maintain a friendly, empathetic, and professional tone in every interaction.
• Demonstrate strong product and process knowledge.
• Know when to solve a problem independently and when to escalate it.
• Consistently meet or exceed assigned customer service KPIs.
• Maintain high-quality responses even during periods of heavy ticket volume.
• Accurately document customer interactions and resolutions.
• Identify recurring customer issues and communicate them to the appropriate team.
• Work effectively with Team Leads and other departments.
• Maintain reliable attendance and schedule adherence.
• Contribute to a positive and collaborative customer experience team.

Why Join Us?

You’ll be joining a fast-moving, collaborative team supporting growing e-commerce, health, wellness, and consumer brands.

This is an opportunity to work in a growing customer experience organization where your work directly impacts how customers experience and perceive our brands.

If you’re empathetic, reliable, highly organized, and confident communicating with customers through email, and you enjoy working in a fast-paced environment where performance and customer experience both matter, we’d love to hear from you.