I’m looking for someone who can own our inbox and keep every customer inquiry answered quickly, accurately, and in the friendly tone our brand is known for. Your day-to-day work will revolve entirely around email: drafting clear replies, following existing macros where they make sense, and flagging anything that needs a deeper dive from the specialist team. Scope of work • Monitor the shared support mailbox during agreed hours and maintain a sub-24-hour response time. • Resolve general questions about products, policies, and basic troubleshooting by following our internal knowledge base. • Escalate edge-case or technical tickets to the right teammate, documenting steps you’ve already taken so handoffs are seamless. • Keep short, organised notes in our help-desk software so any team member can see conversation history at a glance. • Capture recurring themes and suggest template or FAQ updates that will cut future volume. Acceptance criteria – Average first-response time under 24 hours for all business days. – CSAT on email tickets at or above 90 %. – Weekly summary email highlighting volume handled, common issues spotted, and any process improvements you recommend. We already have phone and live-chat covered, but if you’re comfortable with those channels too there will be room to grow. Let me know about similar inboxes you’ve managed, your typical response metrics, and the time zone you’d prefer to cover so we can see how you’ll fit into the schedule.