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 reportingHandle 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 ladderKeep the queue clean: no ticket left without a first response by end of dayWork primarily out of our Helpdesk platform, with Slack for team coordination and Trello for client/refund trackingRequirements1+ years in a customer support, help desk, or email/chat support roleExcellent written English, clear, warm, and typo-free; you can write like a helpful human, not a scriptExperience with a ticketing/helpdesk platform (Zendesk, Freshdesk, Gorgias, HelpScout, or similar) — we'll train you on our specific stackComfortable working independently on a remote team, following detailed SOPs without needing constant oversightStrong judgment under pressure — able to read when a situation needs empathy, when it needs firm policy, and when it needs immediate escalationReliable internet and a distraction-free home setupAvailable to work full time 9 hours per day Mon-FriBonus: prior experience in online education, coaching, subscription, or membership-based businessesBenefitsFully remote, work from anywhere within [insert accepted regions/timezones]Compensation between $1,000–$1,500/monthClear, well-documented processes, you're never guessing what to do, we have a full internal playbook for nearly every scenarioReal ownership over the client experience, not just ticket-clearingDirect access to leadership when you need a decision, no bureaucracyRoom to grow as the company scales into new products.
26 days ago