Email Support Specialist

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 plat