Email Support Specialist
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What you'll do
- Answer customer emails clearly and accurately within agreed response times
- Investigate issues and follow them through to resolution
- Keep ticket records, tags and notes accurate
- Escalate complex cases with a clear written summary
- Spot recurring problems and flag them to the team
- Contribute to help articles and saved reply templates
What they're looking for
- Experience in an email, ticket or written customer support role
- Experience with a helpdesk tool such as Zendesk, Freshdesk or Intercom
- Excellent written English with a natural, professional tone
- Comfortable working to response-time targets
- A reliable fibre connection, a working laptop and a quiet place to work
Nice to have
- Experience supporting a UK or international customer base
- Familiarity with a knowledge base or help centre
- Experience with live chat alongside email
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Salary: R29 000 – R32 000 per month
Remote Recruitment is hiring an Email Support Specialist for a UK-based employer, fully remote from South Africa. You will own a UK company’s email support queue — clear written answers, tidy ticket hygiene and response times that hold.
This suits a strong writer who likes resolving things properly the first time and wants a long-term career with a UK business from home in South Africa.
Key responsibilities
- Answer customer emails clearly and accurately within agreed response times
- Investigate issues and follow them through to resolution
- Keep ticket records, tags and notes accurate
- Escalate complex cases with a clear written summary
- Spot recurring problems and flag them to the team
- Contribute to help articles and saved reply templates
What you'll need
- Experience in an email, ticket or written customer support role
- Experience with a helpdesk tool such as Zendesk, Freshdesk or Intercom
- Excellent written English with a natural, professional tone
- Comfortable working to response-time targets
- A reliable fibre connection, a working laptop and a quiet place to work
Nice to have
- Experience supporting a UK or international customer base
- Familiarity with a knowledge base or help centre
- Experience with live chat alongside email
What's on offer
- 100% remote — work from anywhere in South Africa
- Working hours of 09:00–17:00 UK time (11:00–19:00 SAST), Monday to Friday
- Long-term placement with a stable UK employer
- Ongoing support from the Remote Recruitment team throughout your placement
If this sounds like your kind of role, apply with your CV and we'll be in touch.
Company
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