Customer Support Email Specialist

<img src="https://we-work-remotely.imgix.net/logos/0171/4815/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> San Francisco <br /><strong>URL:</strong> <a href="http://giftly.com">http://giftly.com</a> </p> <h3>Customer Support Specialist (Email Focus)</h3> <p>Remote | Full-time&nbsp;</p> <p>*Please note we are only able to consider US-based candidates at this time*</p> <p>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.</p> <p>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.</p> <p>&nbsp;</p> <hr> <p>&nbsp;</p> <h3>What you’ll do</h3> <ul> <li> <p>Serve as the main email responder during core hours</p> </li> <li> <p>Handle a high volume of customer inquiries with speed and accuracy</p> </li> <li> <p>Manage and respond to escalated or high-emotion customer issues with professionalism and sound judgment</p> </li> <li> <p>Prioritize time-sensitive or high-impact cases</p> </li> <li> <p>Help triage incoming emails and keep the inbox organized</p> </li> <li> <p>Flag recurring issues or customer confusion to the team</p> </li> <li> <p>Assist with backlog when needed</p> </li> </ul> <p>&nbsp;</p> <hr> <p>&nbsp;</p> <h3>What we’re looking for</h3> <ul> <li> <p>Experience in high-volume email support</p> </li> <li> <p>Strong written communication (clear, calm, and efficient)</p> </li> <li> <p>Ability to stay composed and effective when handling frustrated or upset customers</p> </li> <li> <p>Good judgment on when to resolve independently vs escalate internally</p> </li> <li> <p>Comfortable working in a fast-paced, sometimes messy environment</p> </li> </ul> <p>&nbsp;</p> <hr> <p>&nbsp;</p> <h3>What success looks like (first 60–90 days)</h3> <ul> <li> <p>Consistently handling a large portion of daily email volume</p> </li> <li> <p>Keeping response times fast during core hours</p> </li> <li> <p>Confidently managing escalated customer situations</p> </li> <li> <p>Helping reduce backlog</p> </li> <li> <p>Identifying common customer issues and patterns</p> </li> </ul> <p>&nbsp;</p> <hr> <p>&nbsp;</p> <h3>Why join Giftly?</h3> <p>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.</p> <p>&nbsp;</p> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/giftly-customer-support-email-specialist">https://weworkremotely.com/remote-jobs/giftly-customer-support-email-specialist</a></p>