Customer Support Email Analyst

Role overview

This is a contract-based remote opportunity for a Customer Support Email Analyst. The position centers on reviewing customer support email exchanges, checking the quality of both human-written and automated replies, and helping improve the overall support experience through structured evaluation and feedback.

Compensation and schedule

The pay range for this role is $10 to $20 per hour. The expected commitment is flexible, between 10 and 40 hours each week. This is a remote assignment.

Key responsibilities

• Assess customer support email conversations against established quality guidelines and standards.
• Examine whether responses are clear, accurate, well-toned, and effective, whether they are written by people or generated automatically.
• Spot weak points, inconsistencies, and possible breakdowns in automated customer support flows.
• Share practical feedback and reports that help improve customer experience and communication processes.
• Work with the client team to keep evaluation methods aligned and quality reviews consistent.
• Record observations and help build better practices for ongoing service improvement.

Requirements

• Background in customer support, customer experience, or a similar area, with a strong focus on written communication.
• Excellent written and spoken English, plus strong attention to detail and subtle differences in language.
• Prior experience carrying out quality checks, reviews, or audits of support-related content.
• Ability to think analytically and judge tone, intent, and correctness in responses.
• Good documentation and organization skills for capturing findings and suggestions.

Application process

Applicants are expected to complete a resume review and interview stage after initial email follow-up.