Customer Support Specialist (Email-Focused)

Remote | Full-time

We’re looking for someone to take the lead on email-based customer support during core business hours—handling most incoming messages and keeping the inbox organized and efficient.

This role is perfect for someone who works fast, communicates clearly, and feels comfortable managing a large volume of emails, including complex or escalated issues.

What you’ll do
• Serve as the primary email responder during core hours
• Process a high volume of customer messages quickly and accurately
• Handle escalated or emotionally sensitive situations with professionalism and sound judgment
• Prioritize urgent or high-impact inquiries
• Help sort incoming messages and maintain an orderly inbox
• Flag recurring issues or areas where customers commonly get confused
• Assist with reducing backlog when needed

What we’re looking for
• Experience managing high-volume email support
• Excellent written communication that is clear, calm, and efficient
• Ability to stay composed when interacting with frustrated or upset customers
• Strong judgment about when to resolve issues independently and when to escalate
• Comfort operating in a fast-moving, sometimes imperfect environment

What success looks like (first 60–90 days)
• Regularly handling a significant portion of daily email volume
• Delivering quick response times during core hours
• Confidently managing escalated customer concerns
• Contributing to backlog reduction
• Identifying common issues and customer trends

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