Email Support Specialist

An Email Support Specialist manages and responds to customer inquiries, concerns, or requests sent through email. They are often the first point of contact for customers seeking assistance or information, ensuring that their questions are addressed promptly and accurately.

The main job responsibilities of an Email Support Specialist are reading and analyzing customer emails, providing clear and helpful responses, troubleshooting issues, and maintaining a positive customer experience. They may also manage follow-up communications, document customer interactions, and collaborate with other departments to resolve more complex issues. 

The goal of this role is to offer efficient, effective, and friendly email support to customers.

Looking to join a dynamic team where you can make an impact with your exceptional email support skills?

Apply as an Email Support Specialist, you'll be the first line of communication for our customers, delivering prompt, thoughtful, and efficient assistance through email. Your ability to solve problems, answer questions, and provide clear solutions will directly enhance the customer experience and build lasting relationships.

In this role, you'll be the voice of our brand, handling customer inquiries with care and professionalism, ensuring every response aligns with our values. You'll work closely with other teams to resolve complex issues, contribute to process improvements, and help maintain a positive, friendly support environment. If you're ready to help us provide top-notch customer care, we’d love to have you on board!

• Respond to customer inquiries and concerns via email promptly and professionally.
• Manage and prioritize email queues to meet response time targets.
• Provide accurate information and resolution to customer issues through email communication.
• Collaborate with internal teams to address customer needs effectively.
• Maintain a friendly and positive tone in all email correspondences.
• Develop email templates for common customer queries to streamline responses.
• Monitor customer satisfaction metrics related to email support and implement improvements where necessary.
• Escalate complex issues to the appropriate department for resolution.
• Stay updated on product knowledge to provide accurate information in emails.
• Assist in testing email campaigns and ensuring deliverability to customers.
• Handle sensitive customer information securely and confidentially.
• Maintain organized records of all email communications for reference and analysis.
• Participate in team meetings to discuss email support strategies and enhancements.
• Proactively identify opportunities to improve email response efficiency and customer satisfaction.
• Uphold company policies and procedures in all email interactions.

• Achieved a minimum email response rate of X% within a 24-hour timeframe.
• Reduced email response time by X% through efficient email management techniques.
• Maintained a customer satisfaction rating of X% or above based on email interactions.
• Increased email campaign open rates by X% through engaging email responses.
• Improved email communication accuracy by minimizing errors to less than X%.
• Enhanced customer retention rates through personalized email support responses.
• Contributed to X% increase in upsell opportunities identified through email interactions.

• Bachelor's degree in Marketing, Communication, or related field.
• Proven work experience as an Email Support Specialist or in a similar role.
• Excellent written communication skills and proficiency in email etiquette.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Familiarity with customer service software and email platforms.
• Ability to work effectively in a team environment and collaborate with cross-functional teams.
• Knowledge of email marketing principles and best practices is a plus.
• Prior experience in a customer-facing role is preferred.
• Strong problem-solving skills and ability to handle difficult customer situations with professionalism.
• Proficiency in MS Office and CRM software.