Email Support Specialist (DTC E-Commerce) — Remote, Part-Time to Full-Time

**Customer Support Specialist (Email) — Remote, Part-Time to Full-Time** We are a fast-growing direct-to-consumer brand seeking a skilled written communicator to take ownership of our customer email channel. Our customers care deeply about their purchases, and every interaction is an opportunity to strengthen the relationship. We are looking for someone who treats support as a core part of the brand experience rather than a back-office function. **The Role** As our Email Support Specialist, you will be the primary voice of the brand in the inbox. The current volume is approximately 10 to 20 emails per day, covering order and shipping inquiries, delivery status, product usage and guidance, returns, and guarantee questions, as well as the occasional escalated or dissatisfied customer who requires a thoughtful resolution. As our marketing investment grows, email volume will scale accordingly, which is why this position is designed to progress toward a full-time role. This is not a ticket-triage position. You will review each customer's history, apply a thorough understanding of our products and offers, and craft clear, human, solution-oriented replies that resolve the issue and protect the customer relationship. **Key Responsibilities** - Respond to customer emails promptly, clearly, and with genuine care - Resolve order, shipping, product, and policy inquiries from start to finish - Identify recurring themes in customer feedback and share relevant insights with the creative and marketing teams - Maintain comprehensive knowledge of our products and offers to ensure accurate, confident responses - Uphold strong response times and high customer satisfaction (CSAT) scores **Qualifications** - Fast, accurate typist (≥60 WPM) with impeccable written English and flawless grammar - Ability to write multiple distinct, natural responses to recurring inquiries without relying on rote templates - Strong adaptability in tone, adjusting register appropriately to each customer and situation - Genuine interest in understanding the business, including products, offers, and marketing - Reliable time-zone overlap of at least four hours with US Eastern Time **This Role Is Not a Fit For** - Candidates who prefer to manage tickets rather than resolve customer issues - Anyone who applies templated responses without first reviewing the customer's history - Individuals seeking a strict, fixed schedule with no flexibility during high-demand periods - Writers who cannot adapt their tone to suit different customers and contexts **Coverage** - Our inbox operates seven days a week, including weekends, to ensure customers always receive a timely response - This is a fully remote position with flexibility on exact hours, provided consistent daily coverage and overlap with US Eastern Time are maintained **How to Apply** Please do not submit a cover letter. Instead, reply with the following: 1. Three sample replies you would send to the tickets below (plain text or screenshots): - Ticket A: "Order #48291 — marked delivered but never arrived. The carrier shows it as delivered. I want a refund immediately." - Ticket B: "I have emailed three times about my subscription and am still being charged. Please cancel it." - Ticket C: "I love the product. I only wish the scoop were larger. Is that possible?" 2. A short paragraph (100 words or fewer) explaining how you would translate the frustration in Ticket A into an actionable insight for the marketing team. 3. Confirmation of availability: Are you able to provide daily inbox coverage, including weekends, with overlap into US Eastern hours? We value team members who are committed and growth-minded. Our most recent support hire advanced to a Customer Experience Lead role within eight months. If you view customer support as the front line of brand building, we would welcome your application.