Customer Support Email Specialist

Headquarters: San Francisco URL: http://giftly.com Customer Support Specialist (Email Focus) Remote | Full-time *Please note we are only able to consider US-based candidates at this 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