Customer and Email Support VA

Job Overview
We are looking for a detail-oriented and empathetic Customer and Email Support VA to manage daily customer inquiries across multiple communication channels. This role focuses heavily on written customer support, handling support tickets, and ensuring every customer receives clear, friendly, and timely responses. The ideal candidate is organized, communicates well, and can follow a consistent brand tone when replying to customers.
Key Responsibilities
*Respond to customer questions and concerns via email, ticketing tools, and internal communication channels.
*Manage support tickets using customer service platforms.
*Provide empathetic, professional responses, including handling refund or policy-related inquiries.
*Maintain organized documentation and accurate support records.
*Follow established tone and communication guidelines.
*Coordinate with internal teams when issues need clarification or escalation.
*Identify common issues and recommend improvements to support processes.

Mandatory Skills
*Excellent written English with strong grammar and tone control.
*High attention to detail and the ability to follow structured workflows.
*Experience using customer support or ticketing platforms (Intercom, Zendesk, Freshdesk, or similar).
*Ability to handle sensitive customer concerns with patience and professionalism.
*Strong organizational skills and the ability to manage multiple conversations at once.
*Comfortable using email, team communication platforms, and basic productivity tools.

Preferred Skills
*Previous experience in SaaS support, email-based support, or customer service roles.
*Familiarity with refund handling, subscription issues, or membership-related customer questions.
*Experience writing in a consistent brand voice.
*Knowledge of additional CRM or support platforms.
*Ability to quickly adapt to new tools and processes.

Why Join Us
Join a supportive and collaborative team where your contributions truly matter. You’ll work with modern tools, improve your customer service skills, and help create a smooth and positive experience for users. We value clear communication, continuous learning, and a professional environment that encourages growth.