Email Support Specialist
About the role
Impact Clients is a fast-growing coaching and AI education company supporting thousands of members across multiple products. We're hiring a Client Support Specialist to own our email/ticket support desk, the first point of contact for every client question, issue, and request that comes through.
You won't just be responding to and resolving tickets. Our support philosophy is simple: every reply either protects or erodes the client's trust in us. You'll follow a detailed internal playbook covering refunds, billing, access, and technical issues, but you'll also use real judgment to personalize responses, de-escalate frustrated clients, and know exactly when to solve something yourself versus escalate it to the right person.
What you'll do:
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 Monday to Friday
Bonus: prior experience in online education, coaching, subscription, or membership-based businesses
Benefits
Fully remote, work from anywhere within accepted regions and timezones
Compensation between $1,000–$1,500 per 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