Email Support Specialist

About the role

Impact Clients is a fast-growing coaching and AI education company supporting thousands of members across several products. It is hiring a Client Support Specialist to own its email and ticket support desk, the first point of contact for every client question, issue and request. The role is fully remote, 9 hours per day Monday to Friday.

Key responsibilities

• Monitor and respond to tickets across the support inboxes, meeting response-time targets (4 business hours standard, 1 hour for high-priority issues such as billing disputes or threats)
• Categorize and tag every ticket accurately for reporting
• Resolve common cases using the documented playbook and canned response library: access issues, billing and commission questions, refund requests, subscription changes, always personalizing each reply
• Recognize sensitive situations, refund threats, chargeback risk and legal or review mentions, and escalate immediately according to the escalation ladder
• Make sure no ticket is left unanswered by the end of the day
• Work mainly from the Helpdesk platform, with Slack for team coordination and Trello for client and refund tracking

Required profile

• 1+ year in a customer support, help desk or email/chat support role
• Excellent written English, clear and warm, free of typos
• Comfortable working independently on a remote team, following detailed SOPs
• Reliable internet and a distraction-free home setup
• Bonus: prior experience in online education, coaching, subscription or membership-based businesses

Required skills

• Experience with a ticketing/helpdesk platform (Zendesk, Freshdesk, Gorgias, HelpScout or similar); training provided on the company's stack
• Strong judgment under pressure, knowing when to empathize, enforce policy or escalate

What we offer

• Fully remote work from anywhere within the accepted regions and timezones
• Compensation of $1,000-$1,500 per month
• Clear, documented processes and a full internal playbook
• Direct access to leadership and room to grow as the company adds new products