Customer Support Specialist (Email Focus)

Remote | Full-time

We are looking for someone who can serve as the primary point of contact for email support during core hours—handling most incoming customer inquiries and keeping the inbox running smoothly.

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

What you will do
• Take primary responsibility for responding to emails during core working hours
• Process a high volume of customer emails quickly and accurately
• Handle escalated or emotionally charged customer situations professionally and calmly
• Prioritize urgent or high‑importance cases
• Sort incoming messages and maintain an organized inbox
• Identify recurring issues or common sources of customer confusion
• Help reduce backlogs when needed

What we’re looking for
• Experience managing a high volume of email support
• Excellent written communication that is clear, calm, and efficient
• Ability to remain composed in challenging situations with upset or frustrated customers
• Good judgment on when to resolve an issue independently and when to escalate
• Comfort working in a fast‑paced, occasionally chaotic environment

What success looks like (in the first 60–90 days)
• Reliably handling a significant share of daily email volume
• Fast response times during core hours
• Confident management of escalated customer concerns
• Assisting in reducing support backlogs
• Spotting common customer issues and emerging trends

Why Giftly?
As part of the Giftly team, you’ll enjoy the flexibility of remote work along with the stability and benefits of full‑time employment. You’ll collaborate closely with a small, dedicated team on an exciting consumer product and gain exposure to many areas of the company. This role is perfect for someone energetic, disciplined, and growth‑oriented—starting with email support during peak season and developing into a key voice for our customers throughout the year.