Email Support Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Manage and respond to inquiries in our support inboxes, ensuring we meet our response time objectives (4 business hours standard, 1 hour for urgent matters such as billing disputes or threats).

• Accurately categorize and label each ticket for proper reporting.

• Directly address common issues using our established playbook and pre-prepared responses — including access problems, billing or commission inquiries, refund requests, and subscription modifications, while personalizing each response instead of using a generic reply.

• Identify sensitive circumstances, such as refund threats, chargeback risks, or legal/review mentions, and promptly escalate according to our established escalation procedures.

• Maintain a tidy queue: ensure every ticket receives an initial response by the end of the day.

• Primarily utilize our Helpdesk platform, with Slack for team communication and Trello for tracking client issues and refunds.

⛳️ Requirements

• Over 1 year of experience in customer support, help desk, or email/chat support roles.

• Exceptional written English skills, clear, friendly, and free of typos; able to communicate in a personable manner rather than sounding scripted.

• Familiarity with a ticketing/helpdesk system (such as Zendesk, Freshdesk, Gorgias, HelpScout, or similar) — we will provide training on our specific tools.

• Comfortable working autonomously in a remote team environment, adhering to detailed standard operating procedures without requiring constant supervision.

• Strong decision-making skills under pressure — capable of discerning when a situation requires empathy, when to enforce policy, and when immediate escalation is necessary.

• Reliable internet connection and a distraction-free home office setup.

• Available for full-time work, 9 hours per day, Monday through Friday.

• Bonus: previous experience in online education, coaching, or subscription/membership-based businesses.

🏝️ Benefits

• Fully remote position, allowing you to work from anywhere within [insert accepted regions/timezones].

• Monthly compensation ranging from $1,000 to $1,500.

• Clear and comprehensive processes, ensuring you always know what to do; we have an extensive internal playbook for nearly every situation.

• Genuine ownership of the client experience, beyond merely clearing tickets.

• Direct access to leadership for decision-making, free from bureaucratic obstacles.

• Opportunities for growth as the company expands into new products.