Email Support Specialist

We are a fast-growing Health & Wellness DTC eCommerce brand seeking an Email Support Specialist to provide exceptional customer service and enhance the overall shopping experience. In this role, you will manage incoming customer emails, address questions and concerns, assist with orders, and ensure every interaction reflects our brand’s professionalism and care.

You will respond promptly and accurately to customer inquiries, resolve issues efficiently, and collaborate with internal teams when needed. You will maintain organized records in our CRM, leverage our knowledge base to provide accurate solutions, and identify opportunities to improve customer satisfaction. Success in this role is measured by your ability to deliver timely, accurate, and empathetic email support that builds trust and strengthens customer relationships.

Key Responsibilities:

Respond promptly and accurately to customer emails, addressing questions, concerns, and product information requests.

Maintain a professional and empathetic tone in all communications, reflecting the brand’s commitment to outstanding customer service.

Collaborate with internal teams to resolve complex issues and escalate when necessary for timely resolution.

Manage and prioritize support tickets to ensure all inquiries are handled efficiently and according to company guidelines.

Leverage the company knowledge base and resources to provide accurate solutions and enhance the customer experience.

Document customer interactions, track support tickets, and maintain organized records of resolutions.

Continuously identify opportunities to improve customer satisfaction and streamline support processes.

Qualifications: 

Minimum of 3 years’ experience in email support or customer service, ideally in a fast-paced ecommerce environment.

Proven ability to handle email communications and resolve customer issues effectively.

Exceptional written communication skills with a clear, professional, and friendly tone.

Strong problem-solving and critical thinking abilities to address inquiries promptly.

Detail-oriented and highly organized, capable of managing multiple priorities efficiently.

Ability to work independently while also collaborating effectively within a team.

Why Join Us:

Opportunity to work with a growing ecommerce brand.

Fully remote position, allowing you to work full-time from the comfort of your home while staying connected to a collaborative, high-performing team.

Paid time off and holidays so you can recharge and maintain work-life balance.

Supportive team culture focused on growth and development.

Continuous learning opportunities and career advancement potential.