Email Support Representative

Department

Client Support

Location

Remote

Type

Full-Time

As an Email Support Representative at Consulting.com, you are the first and last line of defense for client success. The words you write, the speed at which you respond, and the clarity of your solutions define how our clients experience our brand.

This role is not about managing a queue. It is about owning every interaction with precision, care, and urgency. You do not trade speed for quality. You deliver both.

Every new person who joins this team is expected to match our standards at the very least, and to elevate them. You are not here to keep up. You are here to raise the bar.

What You'll Do

Own your inbox end-to-end. Respond to every assigned email with speed, accuracy, and empathy. No email sits unanswered.

Resolve the majority of cases on the first reply, keeping your KPI 'Replies to Resolve' as low as possible.

Prioritize high impact cases such as disputes, refund requests, and access issues with urgency and clear judgment.

Write replies that are clear, typo-free, and human. Use macros as a foundation, and always personalize for context.

Track your performance KPIs daily. Submit an end-of-day report every shift with patterns, blockers, and improvements.

Spot recurring issues and suggest new macros, help docs, or process improvements. Surface problems early, not late.

Performance and Standards

Here are the main Key Performance Indicators you'll be judged on:

Average Response Time How fast you get back to our clients.

Average Resolution Time How fast you solve our clients issues.

Below are some other Key Performance Indicators we will track and assess you on:

Client Satisfaction Score How our clients judge their interaction with you.

Replies to Resolve How efficient you are at solving client issues.

Handle Time How fast you draft and reply to an email, once opened.

The Ideal Candidate

You are coachable, take criticism well, and implement feedback right away. Nothing is personal. Feedback exists to improve both you and the client experience.

You think in terms of resolution and impact, not just replies sent.

You write with clarity and confidence, never robotic and never over-apologetic.

You track your numbers, reflect on them daily, and act on what they tell you.

You take full ownership of your cases. You solve or escalate, with no deflection.

You are fast under pressure and calm in high-stakes conversations.

You notice patterns, close loops, and flag problems before they scale.

Requirements

Strong written communication in English, clear, professional, and warm across all client types.

Close attention to detail. Every reply is typo-free, personalized, and on brand.

Ability to manage a high volume of emails daily without compromising quality.

Comfortable working to tight response time targets in a fast paced environment.

Experience in customer support or a client facing role is an advantage, but not a necessity.

Software Skills

HelpScout

Notion

Slack

Google Workspace

About Consulting.com

Consulting.com is a consulting firm helping digital businesses grow through software, services, and strategy. Founded in 2016, we've served more than 30,000 clients worldwide. We've built one of the most capable teams in the industry, global A-players operating as one remote unit.

Company Challenges

Los Angeles, London, Cape Town Marathon

Dubai, 2025 Hyrox

Dubai, 2026 Boxing

Coaching and Development

You will work closely with the email team lead through regular performance reviews, email audits, and direct feedback on your replies. This role is designed to sharpen your communication, speed, and client judgment, fast.

Strong performers will gain increased ownership, take on escalation responsibilities, and shape how the team operates as Consulting.com scales.

Sneak-Peek into Our Internal Operating Values

We Only Work With A-Players

If you've ever been the strongest person on a weak team, you know exactly what that costs. Carrying people who should be carrying themselves. Waiting on work that should have been done yesterday. Watching standards slip because nobody in the room is willing to be the one who says something. We built Consulting so that never happens here. Every department is built around A-players, people who raise the bar just by being on the team & make everyone around them faster. Not everyone walks in at that level & that's fine. Staying below it is not. If you have gaps but real trajectory, you'll get coached hard & early. If you slow execution & drain energy, you won't stay, because at that point keeping you is our failure as much as yours.

You Shouldn't Apply If

You want a normal 9-5. This role is NOT easy & requires an all-in mentality . We're looking for an applicant who will put in the work that others won't.

You are married to your ideas or cannot take creative criticism.

You want a part-time gig and the ability to work with multiple clients.

Think you're a fit? Apply Today.

We set extremely high standards because we operate at an extremely high level. If you read through this and felt the pull, we want to hear from you.

This is a rare opportunity to play a key role in a fast-growing, world-class team. If you've got what it takes, step up and apply.

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