Email Support Specialist

Impact Clients

Email Support Specialist at an AI education company handling client support via email. Monitoring tickets, categorizing issues, and ensuring timely responses in a remote setting.

Posted 7/29/2026full-timeRemote • 🇿🇦 South AfricaJunior💰 $1,000 - $1,500 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support through effective ticket management, clear communication, and the ability to handle sensitive situations with strong judgment. Proficient in using helpdesk platforms and maintaining a high standard of response times while working independently in a remote environment.

Highest-signal resume keywords

Customer Support ExperienceTicketing/Helpdesk Platform ProficiencyExcellent Written EnglishStrong Judgment Under PressureRemote Work Capability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket ManagementCategorization and TaggingResponse Time TargetsEscalation ProceduresSOP Adherence

Soft Skills

EmpathyClear CommunicationProblem-Solving

Tools & Technologies

Helpdesk PlatformSlackTrello

Industry Keywords

Online EducationCoachingSubscription ServicesMembership-Based Businesses

About the role

Key responsibilities & impact

Monitor and respond to tickets across our support inboxes, hitting response-time targets (4 business hours standard, 1 hour for high-priority issues like billing disputes or threats)
Correctly categorize and tag every ticket for accurate reporting
Handle common cases directly using our documented playbook and canned response library — access issues, billing/commission questions, refund requests, subscription changes, while personalizing every reply rather than pasting a stock response.
Recognize sensitive situations, refund threats, chargeback risk, legal/review mentions — and escalate immediately per our clear escalation ladder
Keep the queue clean: no ticket left without a first response by end of day
Work primarily out of our Helpdesk platform, with Slack for team coordination and Trello for client/refund tracking

Requirements

What you’ll need

1+ years in a customer support, help desk, or email/chat support role
Excellent written English, clear, warm, and typo-free; you can write like a helpful human, not a script
Experience with a ticketing/helpdesk platform (Zendesk, Freshdesk, Gorgias, HelpScout, or similar) — we'll train you on our specific stack
Comfortable working independently on a remote team, following detailed SOPs without needing constant oversight
Strong judgment under pressure — able to read when a situation needs empathy, when it needs firm policy, and when it needs immediate escalation
Reliable internet and a distraction-free home setup
Available to work full time 9 hours per day Mon-Fri
Bonus: prior experience in online education, coaching, subscription, or membership-based businesses

Benefits

Comp & perks

Fully remote, work from anywhere within [insert accepted regions/timezones]
Compensation between $1,000–$1,500/month
Clear, well-documented processes, you're never guessing what to do, we have a full internal playbook for nearly every scenario
Real ownership over the client experience, not just ticket-clearing
Direct access to leadership when you need a decision, no bureaucracy
Room to grow as the company scales into new products.