Customer Support Specialist (Email Focus)

Remote | Full-time

*Please note that we can only consider candidates based in the US at this time*

We’re seeking someone to serve as the primary email support representative during core business hours, answering most incoming customer questions and helping keep the inbox running efficiently.

This role is best for someone who is quick, clear, and comfortable handling a high volume of emails, including more complex or escalated customer situations.

What you’ll do

• Be the main email responder during core hours

• Handle a high volume of customer inquiries quickly and accurately

• Respond to escalated or highly emotional customer issues with professionalism and sound judgment

• Focus on urgent or high-impact cases

• Help triage incoming emails and keep the inbox organized

• Identify and report recurring issues or customer confusion to the team

• Support the backlog when needed

What we’re looking for

• Experience providing high-volume email support

• Strong written communication skills (clear, calm, and efficient)

• The ability to stay composed and effective when dealing with frustrated or upset customers

• Good judgment on when to resolve matters independently versus when to escalate internally

• Comfort working in a fast-paced environment that can be somewhat chaotic

What success looks like (first 60–90 days)

• Consistently handling a large share of daily email volume

• Maintaining fast response times during core hours

• Managing escalated customer situations confidently

• Helping reduce the backlog

• Recognizing common customer problems and recurring patterns

Why join Giftly?

As a Giftly employee, you’ll get the flexibility of remote work along with the stability of a full-time position and benefits. You’ll collaborate with a small, motivated team on a fun consumer product and gain exposure to many parts of the business. This is a great opportunity for someone who is energetic, self-driven, and eager to grow—starting with email support during the holidays and becoming a key voice for our customers year-round.