Taking applicationsChat / Email·Posted 14h ago
Email Support Specialist
Impact ClientsVerified company
South Africa
Pay
$6–$8.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
South Africa
EnglishEntry level
About the role
Impact Clients is hiring a remote Email Support Specialist to handle email and ticket support for a coaching and AI education company, including billing, access, refund, and technical issues. The full-time role pays $1,000–$1,500 per month and emphasizes personalized replies, de-escalation, and following a detailed support playbook.
What you'll do
- Respond to support inbox tickets
- Meet response-time targets
- Categorize and tag tickets
- Handle access, billing, refund, and subscription cases
- Personalize replies using playbook
- Escalate sensitive or high-risk cases
- Keep ticket queue clean
- Use Helpdesk, Slack, and Trello
What you'll need
- 1+ years in customer support/help desk
- Excellent written English
- Ticketing/helpdesk platform experience
- Work independently on a remote team
- Follow detailed SOPs
- Strong judgment under pressure
- Reliable internet and distraction-free home setup
- Full-time Mon-Fri, 9 hours/day
Skills
Email/ticket supportHelpdesk platforms (Zendesk, Freshdesk, Gorgias, HelpScout)Written EnglishDe-escalationSOP adherenceJudgment under pressureTicket categorizationSlack/Trello
Benefits
Fully remotePaid in USDDocumented processes/playbookOwnership of client experienceDirect access to leadershipCareer growth
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