Impact Clients
via Workable
Email Support Specialist
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 14h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 49d ago
The date the source published, not the day we noticed it (2026-07-28). Last seen at its source 2h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
South Africa, Egypt
The description states no restriction of its own. This is the source's own tag.
Pay
$1,000–1,500/mo
Read out of the job description by us, not from a structured field. Shown in the posting's own currency and period; we never convert.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workable employer's own board first seen 10d ago · last seen 2h ago
The listing
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 Mon-Fri
- Bonus: prior experience in online education, coaching, subscription, or membership-based businesses
Benefits
- Fully remote, work from anywhere within [insert accepted regions/timezones]
- Compensation between $1,000–$1,500/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.