Virtual Customer Support Email Specialist at Giftly

Customer Support Specialist (Email Focus)

Remote | Full-time

Note: We are currently considering US-based candidates only.

Job Overview

We are seeking a dedicated Customer Support Specialist to serve as the primary email support representative during core business hours. This role involves managing a high volume of incoming customer inquiries and ensuring the efficiency of our email communications.

The ideal candidate will be fast, clear, and adept at handling various customer situations, including complex or escalated issues.

Key Responsibilities

• Act as the main email responder during core hours.

• Handle a high volume of customer inquiries quickly and accurately.

• Manage escalated or sensitive customer issues professionally.

• Prioritize urgent or high-impact cases effectively.

• Triage incoming emails and maintain an organized inbox.

• Identify and flag recurring issues or customer confusion for the team.

• Assist with backlog management as necessary.

Qualifications

• Experience in high-volume email support environments.

• Strong written communication skills—clear, calm, and efficient.

• Ability to remain composed when managing frustrated or upset customers.

• Good judgment in knowing when to resolve issues independently vs. escalate.

• Comfort in fast-paced and sometimes chaotic environments.

Success Metrics (First 60–90 Days)

• Consistently manage a large portion of daily email volume.

• Maintain fast response times during core business hours.

• Effectively manage escalated customer situations with confidence.

• Assist in reducing backlog efficiently.

• Identify common customer issues and trends.

Why Join Giftly?

Working at Giftly means enjoying the flexibility of remote work combined with the stability of a full-time position alongside comprehensive benefits. You’ll collaborate closely with a small, motivated team on an exciting consumer product, gaining insights into various business areas. This role suits energetic, self-disciplined individuals eager to grow, starting with email support during the holiday season and evolving into a vital voice for our customers year-round.

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