Email Support Assistants Needed

I’m looking for a small team of reliable customer-support assistants to take ownership of my main email inbox. Most messages are straightforward, so I would like you to send replies automatically whenever the query matches a clearly documented FAQ. When the question is more complex you will tag it for my attention, add a quick internal note, and keep the thread organized for fast follow-up.

Day-to-day you’ll be:
• Answering common questions about our products and policies.
• Resolving order, refund, and account-related issues by following the workflows I provide.
• Guiding customers toward the product or service that best suits their needs.

Everything happens inside the shared email helpdesk (we currently use Zendesk, but I’m open to migrating to Gorgias or Help Scout if you are more comfortable there). Consistent tone, perfect grammar, and accurate tagging are essential.

Deliverables
1. A fully configured macro/automation set that covers all FAQ-level queries.
2. Daily cleared inbox, with non-FAQ tickets either resolved or properly escalated.
3. Weekly summary report highlighting trends, recurring pain points, and any process improvements you recommend.

Acceptance Criteria
• First-response time under 1 hour during agreed coverage windows.
• 95%+ CSAT on your handled tickets.
• Zero unresolved emails older than 24 hours unless awaiting customer reply.

If you have previous experience in e-commerce support, understand order management systems, and enjoy proactive customer care, I’d love to hear how you would approach the setup and ongoing service.