Customer Support Email Specialist

Headquarters: San Francisco
URL: http://giftly.com


Customer Support Specialist (Email Focus)
Remote | Full-time 
We’re looking for someone to be the primary email support representative during core business hours—handling the majority of incoming customer inquiries and helping keep the inbox moving efficiently.
This role is best for someone who is fast, clear, and comfortable handling a high volume of emails, including more complex or escalated customer situations.
 

 
What you’ll do


Serve as the main email responder during core hours


Handle a high volume of customer inquiries with speed and accuracy


Manage and respond to escalated or high-emotion customer issues with professionalism and sound judgment


Prioritize time-sensitive or high-impact cases


Help triage incoming emails and keep the inbox organized


Flag recurring issues or customer confusion to the team


Assist with backlog when needed


 

 
What we’re looking for


Experience in high-volume email support


Strong written communication (clear, calm, and efficient)


Ability to stay composed and effective when handling frustrated or upset customers


Good judgment on when to resolve independently vs escalate internally


Comfortable working in a fast-paced, sometimes messy environment


 

 
What success looks like (first 60–90 days)


Consistently handling a large portion of daily email volume


Keeping response times fast during core hours


Confidently managing escalated customer situations


Helping reduce backlog


Identifying common customer issues and patterns


 

 
Why join Giftly?
As a Giftly employee, you’ll enjoy the flexibility of remote work with the stability of a full-time role and benefits. You’ll work closely with a small, motivated team on a fun consumer product and gain exposure to many areas of the business. This is an ideal opportunity for someone who’s energetic, self-disciplined, and eager to grow—starting with email support during the holidays and evolving into a key voice for our customers year-round.
 

To apply: https://weworkremotely.com/remote-jobs/giftly-inc-customer-support-email-specialist