Customer Service Email Assistant

Our support inbox receives a steady flow of customer-service questions that must be answered quickly, accurately, and in a consistently friendly tone. The task is focused purely on email management—specifically replying to incoming messages from customers.

Expectations and workflow
• Log in to the shared support mailbox (Gmail) twice per business day, Monday-Friday.
• Read, understand, and respond to each customer inquiry using our existing reply templates and the knowledge base we will provide.
• Flag any complex or urgent issues that fall outside the templates so the core team can step in.
• Keep the inbox organized by archiving or labeling handled conversations.

Acceptance criteria
• All messages older than four business hours are answered.
• Replies align with brand voice and the approved template library.
• No customer receives conflicting information; unclear cases are escalated rather than guessed.

Access to Gmail, our FAQ document (Google Docs), and the tagging system will be granted after onboarding. Familiarity with standard customer-service etiquette and clear written English is essential; experience with Gmail shortcuts and canned responses is a plus but not mandatory.