Email Support Specialist

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Impact Clients

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

☁️ SaaS

Marketing • SaaS

Impact Clients is a company that sells pre-built digital products and tools designed to help individuals and entrepreneurs create and launch high-ticket offers. Its product suite includes the Digital Funnel Accelerator Pack (pre-built funnel templates, editable assets, tech setup walkthroughs, funnel copy frameworks, and performance checklists) and an AI Sales Script Generator (AI-powered script builder, call structures, lead qualification samples, and objection-handling libraries). Products are delivered 100% digitally via a secure member portal with lifetime access; the site emphasizes results-driven assets rather than coaching or consulting. The company's marketing highlights founder Richard Yu and his documented entrepreneurial track record.

📋 Description

• Monitor and respond to tickets across our support inboxes, hitting response-time targets (4 business hours standard, 1 hour for high-priority issues like billing disputes or threats) • Correctly categorize and tag every ticket for accurate reporting • Handle common cases directly using our documented playbook and canned response library — access issues, billing/commission questions, refund requests, subscription changes, while personalizing every reply rather than pasting a stock response. • Recognize sensitive situations, refund threats, chargeback risk, legal/review mentions — and escalate immediately per our clear escalation ladder • Keep the queue clean: no ticket left without a first response by end of day • Work primarily out of our Helpdesk platform, with Slack for team coordination and Trello for client/refund tracking

🎯 Requirements

• 1+ years in a customer support, help desk, or email/chat support role • Excellent written English, clear, warm, and typo-free; you can write like a helpful human, not a script • Experience with a ticketing/helpdesk platform (Zendesk, Freshdesk, Gorgias, HelpScout, or similar) — we'll train you on our specific stack • Comfortable working independently on a remote team, following detailed SOPs without needing constant oversight • Strong judgment under pressure — able to read when a situation needs empathy, when it needs firm policy, and when it needs immediate escalation • Reliable internet and a distraction-free home setup • Available to work full time 9 hours per day Mon-Fri • Bonus: prior experience in online education, coaching, subscription, or membership-based businesses

🏖️ Benefits

• Fully remote, work from anywhere within [insert accepted regions/timezones] • Compensation between $1,000–$1,500/month • Clear, well-documented processes, you're never guessing what to do, we have a full internal playbook for nearly every scenario • Real ownership over the client experience, not just ticket-clearing • Direct access to leadership when you need a decision, no bureaucracy • Room to grow as the company scales into new products.