Customer Email Inbox Management

Our customer-facing inbox now receives more messages than I can personally handle, so I’m handing over day-to-day control.

The role

centres on three core actions: • Sort and label every incoming message into clear folders so nothing gets buried. • Draft and send courteous, accurate replies that follow my existing tone and FAQ guidelines. • Flag or forward anything that is high priority, unusual, or needs my direct input. The inbox should be checked multiple times a day during standard U.S. business hours so customers always feel heard in real time. You’ll start each morning by clearing the overnight queue, keep an eye on new threads throughout the day, and give the inbox a final sweep before you sign off. I’ll provide: – A short style guide with template replies, common troubleshooting steps, and escalation rules. – Access to the current Gmail account plus our shared knowledge base in Google Drive. Success means every email is either answered, filed, or escalated within a few hours, with response quality consistent with the brand voice. I’ll review the first week’s activity and give quick feedback so you can work independently after that.