Customer Support Specialist (Email Focus)

Remote | Full-time

We’re seeking someone to serve as the primary email support representative during core business hours—managing most incoming customer messages and keeping the inbox running smoothly.

This position is ideal for someone who works quickly, communicates clearly, and feels confident handling a high volume of emails, including complex or escalated customer issues.

What you’ll do
• Act as the main email responder during core hours
• Manage a high volume of customer emails quickly and accurately
• Address escalated or emotionally charged customer situations with professionalism and good judgment
• Prioritize urgent or high-impact cases
• Help sort incoming messages and maintain an organized inbox
• Highlight recurring issues or points of customer confusion
• Support backlog reduction when needed

What we’re looking for
• Experience handling high-volume email support
• Excellent written communication that is clear, calm, and efficient
• Ability to remain composed when dealing with upset or frustrated customers
• Strong judgment around when to resolve issues independently and when to escalate
• Comfort working in a fast-paced, occasionally messy environment

What success looks like (first 60–90 days)
• Consistently managing a large share of daily email volume
• Maintaining fast response times during core hours
• Confidently handling escalated customer issues
• Helping reduce the support backlog
• Identifying common customer problems and trends

Why join Giftly?
As a Giftly team member, you’ll enjoy the flexibility of remote work along with full-time stability and benefits. You’ll collaborate closely with a small, driven team on a fun consumer product and gain exposure to many parts of the business. This role is a great fit for someone energetic, disciplined, and eager to grow—starting with email support during the holiday season and becoming a key voice for our customers throughout the year.