Customer Support Specialist - Part time

About us Our platform helps customers get their medical leave (FMLA) and related documentation handled quickly and correctly. Our support team is the heart of that experience -- for many customers, we're the difference between a stressful process and a smooth one. The role You'll manage email support for our Medical Leave customers: answering questions, guiding people through their process, and resolving issues quickly, clearly, and with empathy. You'll work a focused queue and keep customers informed at every step. Schedule Part-time to start: 20 hours/week (4 hours/day), Monday–Friday during EST business hours. Strong performers can scale beyond 20 hours if interested. Pay $6–8/hour to start, depending on experience and ability, with periodic increases as you grow. What success looks like - You respond to every customer within 1-2 hours during your shift (our service standard). - Your replies are clear, accurate, and empathetic -- and solve the issue the first time whenever possible. - You can absorb a knowledge base and turn it into strong customer responses, knowing when to ask for help vs. move forward on your own. What we're looking for - Excellent written English -- clear, warm, and professional. - Fast, organized, and detail-oriented; comfortable triaging a busy queue. - Genuine care for customers who are often stressed and need help. - Reliable during your scheduled hours. - Willing to learn our medical-leave programs and processes -- we'll train you. - Prior customer/email support experience: managing a busy inbox, a real point of view on great support, and adaptability in a startup setting. How to apply Send a short note and answer these quickly (a line or two each -- brevity is a plus: 1. Can you commit to Monday–Friday during EST business hours? Any constraints we should know about? 2. A customer emails, frustrated their leave paperwork is running late — what's your opening line back to them? 3. When you hit a question you don't know the answer to, what's your move? 4. In one line: what makes you a strong fit for fast-paced email support For interested candidates that may be a good fit, we may share an optional challenge that is time capped at 30 minutes to demonstrate your support ability, decision making, approach, etc.