What are the responsibilities and job description for the Customer Support Email Specialist position at Personal?
Customer Support Email SpecialistIndustry: Investment & CryptoLocation: Remote (Available 8am–4pm MST, Monday–Friday)About the RoleWe’re hiring a sharp, detail-oriented Customer Support Email Specialist to handle all inbound client email communications for a company operating in the investment and cryptocurrency space.This role requires more than just great writing — you’ll need excellent judgment and discretion. You’ll be the first line of communication for clients, which means knowing when to answer confidently and when to escalate or refer due to legal and regulatory considerations.Why This Role MattersBecause we operate in the regulated world of finance and crypto, not all questions can or should be answered directly. Your job is to:Provide clear, empathetic support where appropriateKnow what you can say — and more importantly, what you shouldn’tRoute questions that require compliance, legal, or operational input to the right person✨Key ResponsibilitiesMonitor and respond to all inbound customer support emailsDeliver timely, professional, and accurate responsesRedirect inquiries to internal experts or support channels when outside your scopeUse excellent judgment to avoid missteps in regulated areasMaintain a clean and organized inbox with zero drop-off in communicationBuild and maintain clear Standard Operating Procedures (SOPs) for handling recurring requestsCollaborate with the team to refine support workflows and improve customer experienceRequirementsPrior experience in a customer service or support role (email-based preferred)Strong writing skills — professional, clear, and client-friendlyHigh attention to detail and discretionComfort working in or learning about investment, fintech, or crypto industriesWillingness to ask questions when unsure — especially regarding compliance or legal boundariesAble to self-manage workload and prioritize effectivelyMust provide own laptop and internet connectionAvailable M–F from 8am–4pm MST
Salary : $18 - $22