Email Support Specialist (Remote, UK-Based Employer)

Remote Recruitment is hiring for an Email Support Specialist role for a UK-based employer, fully remote from South Africa. You will be responsible for owning a UK company’s email support queue, ensuring clear written answers, meticulous ticket hygiene, and adherence to response time standards.

This position is ideal for a strong writer who enjoys resolving issues effectively on the first attempt and seeks a long-term career with a UK business while working from home in South Africa.

Key Responsibilities:

• Answer customer emails clearly and accurately within agreed response times
• Investigate issues and follow them through to resolution
• Maintain accurate ticket records, tags, and notes
• Escalate complex cases with a clear written summary
• Identify recurring problems and flag them to the team
• Contribute to help articles and saved reply templates

Requirements:

• Experience in an email, ticket, or written customer support role
• Experience with a helpdesk tool such as Zendesk, Freshdesk, or Intercom
• Excellent written English with a natural, professional tone
• Ability to work to response-time targets
• A reliable fibre connection, a working laptop, and a quiet workspace

Nice to Have:

• Experience supporting a UK or international customer base
• Familiarity with a knowledge base or help centre
• Experience with live chat alongside email

What’s on Offer:

• 100% remote — work from anywhere in South Africa
• Working hours of 09:00–17:00 UK time (11:00–19:00 SAST), Monday to Friday
• Long-term placement with a stable UK employer
• Ongoing support from the Remote Recruitment team throughout your placement