Email Support Specialist

About the Company

Mountain Lion Foundation is a national 501(c)(3) non-profit conservation organization dedicated to ensuring that mountain lions survive and flourish in the wild. Founded in 1986, the organization works through science, education, advocacy, habitat protection, and community engagement to promote healthy ecosystems and coexistence between people and mountain lions.
Email Support Specialist

We are seeking a detail-oriented and customer-focused Email Support Specialist to provide timely, professional, and accurate assistance to customers through email. The ideal candidate will have excellent written communication skills, strong problem-solving abilities, and a commitment to delivering a positive customer experience.

Responsibilities

• Respond to customer inquiries and support requests through email in a timely and professional manner.
  
• Research customer issues and provide accurate solutions or appropriate next steps.
  
• Troubleshoot product, account, billing, and service-related questions.
  
• Document customer interactions, issues, and resolutions in the support/ticketing system.
  
• Escalate complex or unresolved issues to the appropriate department.
  
• Follow company policies, procedures, and customer service standards.
  
• Maintain accurate records and protect customer information.
  
• Identify recurring customer issues and communicate trends to the appropriate teams.
  
• Work efficiently while managing multiple support requests and priorities.
  

Project Goals

• Provide fast, accurate, and professional email support.
  
• Improve customer satisfaction and overall support experience.
  
• Maintain consistent response quality and documentation.
  
• Resolve customer issues efficiently and reduce unnecessary escalations.
  
• Contribute to improvements in support processes and knowledge resources.
  

Required Skills

• Excellent written communication and professional writing skills.
  
• Strong customer service and problem-solving skills.
  
• Attention to detail and accuracy.
  
• Ability to manage multiple customer inquiries.
  
• Familiarity with email, CRM, and ticketing systems.
  
• Strong time-management and organizational skills.
  
• Ability to work independently and as part of a team
  

Requirements

• Excellent written and verbal communication skills.
  
• Strong customer service and problem-solving abilities.
  
• Excellent attention to detail and accuracy.
  
• Ability to manage multiple email inquiries and priorities.
  
• Strong organizational and time-management skills.
  
• Proficiency with email, CRM, help-desk, and standard office software.
  
• Ability to communicate professionally with supporters, members, donors, and the general public.
  
• Ability to work independently and collaboratively.
  
• Commitment to confidentiality and responsible handling of customer and supporter information.
  
• High school diploma or equivalent; relevant customer service experience preferred.
  

Preferred Skills & Qualifications

• 1–2 years of experience in email, customer, member, or donor support.
  
• Experience with ticketing systems, CRM platforms, or non-profit databases.
  
• Experience working for a non-profit, conservation, environmental, or mission-driven organization.
  
• Familiarity with wildlife conservation or environmental issues.
  
• Experience handling donor or membership inquiries.
  
• Ability to learn new software and organizational processes quickly.
  
• Strong interest in conservation and the mission of protecting mountain lions.
  

Benefits

Mountain Lion Foundation offers a supportive, flexible, and mission-driven workplace where employees can build meaningful careers while contributing to wildlife conservation. Eligible employees may receive a competitive benefits package that includes:

• Competitive Salary – Compensation based on experience, qualifications, and position responsibilities.
  
• 401(k) Retirement Plan – Retirement savings plan with potential employer contribution.
  
• Medical Insurance – Health insurance options for eligible employees.
  
• Dental Insurance – Dental coverage for eligible employees.
  
• Vision Insurance – Vision coverage for eligible employees.
  
• Paid Time Off – Vacation, sick leave, and paid holidays.
  
• Flexible Work Schedule – Flexible scheduling options based on position and organizational needs.
  
• Remote Work Options – Remote or flexible work arrangements may be available depending on the position.
  
• Professional Development – Opportunities for training, continuing education, conferences, and professional growth.
  
• Employee Wellness – Support for employee well-being and healthy work-life balance.
  
• Mission-Driven Work – The opportunity to contribute directly to mountain lion conservation, habitat protection, education, and coexistence efforts.
  
• Collaborative Environment – Work alongside conservation professionals, volunteers, researchers, advocates, and community partners.
  
• Growth Opportunities – Opportunities to develop new skills and take on meaningful responsibilities within a growing conservation organization.
  
• Employee Engagement – Opportunities to participate in conservation education, outreach, and community initiatives.