Email Support Agent

About the role

We're hiring an Email Support Agent to work a shared support inbox, replying to customer emails with clear, on-brand answers. You'll balance speed with accuracy, making sure every reply reflects well on the brand while keeping response times low.

Responsibilities

• —Triage incoming emails by urgency and topic
• —Draft replies using the knowledge base and past ticket history
• —Hit first-response and resolution SLAs
• —Flag recurring issues or gaps in the knowledge base to the team
• —Keep ticket records accurate and up to date
• —Escalate account or billing issues that need special handling

What you'll need

• —Strong written English and close attention to detail
• —Comfort working independently from documented processes
• —Basic familiarity with helpdesk software (Zendesk, Freshdesk, or similar)
• —Reliable internet and a distraction-free workspace

Nice to have

• —Previous email or ticket-based support experience
• —Experience writing help-center or macro content