Email Support Specialist

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

📋 Description

• Respond to customer emails with clarity and precision within established response times.

• Investigate concerns and ensure they are followed through to resolution.

• Maintain accurate records of tickets, tags, and notes.

• Escalate complex cases with a comprehensive written summary.

• Identify recurring issues and bring them to the team's attention.

• Contribute to the creation of help articles and saved reply templates.

• Manage the email support queue for a UK-based company.

⛳️ Requirements

• Prior experience in an email, ticketing, or written customer support position.

• Familiarity with helpdesk tools such as Zendesk, Freshdesk, or Intercom.

• Exceptional written English skills with a natural and professional tone.

• Ability to work towards response-time targets.

• A dependable fibre internet connection, a functional laptop, and a quiet workspace.

• Experience in supporting a UK or international customer base.

• Knowledge of a knowledge base or help centre.

• Experience with live chat in addition to email support.

🏝️ Benefits

• Fully remote — work from anywhere in South Africa.

• Long-term position with a stable UK employer.

• Ongoing support from the Remote Recruitment team throughout your placement.