Email Support Specialist
I
Impact ClientsOnline education
South Africa. EgyptFull-TimeMiddle
Salary1,000 - 1,500 USD per month
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Job Details
- Languages
- English
- Experience
- 1+ years
- Required Skills
- SlackZendeskCustomer support
Requirements
- 1+ years of experience in a customer support, help desk, or email/chat support role.
- Excellent written English proficiency, with the ability to write in a clear, warm, and professional tone.
- Experience with a ticketing/helpdesk platform such as Zendesk, Freshdesk, Gorgias, or HelpScout.
- Ability to work independently as part of a remote team while following detailed standard operating procedures.
- Strong judgment under pressure, particularly in knowing when to use empathy versus firm policy.
- Reliable internet connection and a distraction-free home office setup.
- Availability to work full-time, 9 hours per day, Monday through Friday.
- Prior experience in online education, coaching, subscription, or membership-based businesses is preferred.
Responsibilities
- Monitor and respond to tickets across support inboxes, adhering to response-time targets.
- Correctly categorize and tag every ticket for reporting accuracy.
- Handle common cases such as access, billing, and refund requests using the internal playbook.
- Personalize responses while utilizing a library of canned responses.
- Recognize and escalate sensitive situations such as chargeback risks or legal mentions.
- Manage the ticket queue to ensure all queries receive a response by end of day.
- Coordinate with the team via Slack and track client/refund issues using Trello.
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