Remote Email Support Specialist

About Us
Lawrence Hall is a distinguished non-profit, community-based human services organisation founded in 1865. Our mission is to help children, youth, and families heal from the effects of trauma. Through a comprehensive range of services including foster care, mental health support, special education, workforce development, and residential treatment, we empower young people to build resilience, achieve stability, and thrive.

Job Overview
We are seeking a dedicated and empathetic Remote Email Support Specialist to join our passionate team. This is a full-time, remote position responsible for managing and responding to all inbound email enquiries. As a first point of contact, you will play a crucial role in providing timely, accurate, and compassionate support to the individuals and families we serve. The successful candidate will be a highly organised professional with exceptional written communication skills and a deep commitment to our mission. The hourly rate for this position is between $6.00 - $25.00 USD, commensurate with experience.

Responsibilities
* Respond promptly and professionally to a high volume of emails from clients, families, partner agencies, and the general public.
* Provide clear and accurate information regarding our diverse programmes and services.
* Handle sensitive and confidential information with the utmost discretion and empathy.
* Effectively troubleshoot problems and escalate complex enquiries to the relevant internal department for resolution.
* Maintain meticulous records of all communications and interactions in our internal systems.
* Collaborate with team members to ensure a consistent and high-quality standard of support.
* Assist in creating and maintaining support documentation, such as email templates and FAQs.

Qualifications
* Proven experience in a customer service, administrative support, or similar role with a heavy focus on written communication.
* Exceptional written English skills, including impeccable grammar, spelling, and punctuation.
* A highly empathetic, patient, and professional communication style, especially when dealing with sensitive subject matter.
* Strong organisational and time-management skills with the ability to work independently in a remote environment.
* Proficiency in using email management software, CRM systems, and the Microsoft Office Suite.
* A genuine passion for working within a non-profit organisation and supporting vulnerable communities.
* Previous experience in the social care or non-profit sector is highly desirable but not essential.