Inbox Manager (Email & Chat Support)
The Remote Reps builds high-output remote teams that fuel growth for startups, scaleups, and revenue organizations. We place elite talent, give them tools and training, and build systems that drive measurable results. Our Inbox Managers are the frontline of exceptional customer experience. You keep conversations moving, resolve issues fast, and reflect our brand voice in every interaction.
What You’ll Do
You own timely, clear, and accurate communication across email and chat channels. You help our clients by organizing, responding, and resolving messages in ways that build trust and keep business flowing.
Your daily responsibilities include:
- Monitor and respond to inbound email and chat support requests on time.
- Prioritize and escalate issues to the right team when needed.
- Maintain consistent, professional communication with customers, prospects, and partners.
- Use templates, response frameworks, and tools to deliver clear, accurate replies.
- Track trends and common questions to improve our support playbooks.
- Tag, categorize, and maintain clean inboxes, shared inbox rules, folders, and labels.
- Work with AI tools to draft responses, summarize threads, and improve speed without sacrificing quality.
- Provide insights to sales, success, and product teams about recurring feedback or issues.
- Maintain response metrics like SLA times, resolution rates, and customer satisfaction.
We’re Looking For
You’re reliable, proactive, and great with written communication. You think in clear, concise messages, and you don’t leave threads hanging.
You should have:
- 1+ years of experience managing email and live chat in a customer-facing role.
- Excellent written communication with grammar and clarity.
- Ability to manage high-volume inboxes while keeping quality high.
- Strong organization skills and the ability to prioritize under load.
- A sense of ownership over customer outcomes.
- Comfortable working independently in a remote environment.
- Basic familiarity with CRM/chat tools, inbox management, and support workflows.
Bonus experience:
- Prior support or operations role in tech, SaaS, e-commerce, or B2B services.
- Experience with ticketing systems or shared inbox tools.
- Track record of improving response times or support documentation.
We use modern tools to scale communication without sacrificing quality. You should be comfortable learning and using:
- Live chat support tools (Intercom, Drift, Tidio, Crisp, or similar).
- CRM systems like HubSpot or Salesforce.
- AI-assisted writing and summarization tools (ChatGPT, Claude, Jasper, or similar).
- Document and knowledge base tools (Notion, Confluence, Google Drive).
- Task and collaboration tools (Slack, Asana, Trello).
Proficiency with AI prompting and quality-checking AI drafts is a big plus.
Why Work With Us
At The Remote Reps, you get:
- Competitive pay in USD with performance incentives
- Truly flexible remote work.
- Professional development budget.
- Systems and tools that support growth and excellence.
- Career pathways into operations, success management, or team leadership.
You’ll build transferable skills in communication, customer care, and efficiency. You’ll be a key face of our brand and drive experiences that keep people delighted and coming back.
