Email Coordinator

ABOUT THE ROLE

We are a fast-paced, high-growth travel and concierge company seeking a dedicated Email Coordinator to join our remote team. As our workflows have become increasingly automated, this role has evolved into one focused on oversight, quality control, and critical thinking — ensuring nothing slips through the cracks and that every client interaction reflects our standard of excellence.

This is not a task-and-log-off role. We need someone who is present, proactive, and genuinely invested in the success of the team. If you thrive in a dynamic environment, love solving problems before they escalate, and take real ownership of your work, we want to hear from you.

SHIFT & AVAILABILITY

This position requires coverage during our peak off-hours and includes at least one weekend day.

•     Schedule: 5:00 PM or 6:00 PM PST start time

•     Hours: 9-hour shift (includes a 1-hour unpaid break / 8 hours productive work)
•     Days: Must be willing to work at least one weekend day (e.g., Sunday–Thursday or Tuesday–Saturday)

Full presence throughout your shift is required — this is not a role where you complete tasks and log off. The work doesn't stop, and neither do we.

TECHNICAL REQUIREMENTS

•     Reliable, high-speed internet connection

•     A quiet, distraction-free remote workspace
•     Ability to commit consistently to the 5:00 PM / 6:00 PM PST start time

KEY RESPONSIBILITIES

•     High-Volume Email Management: Respond promptly and professionally to a large volume of incoming emails each day, triaging and labelling by priority (urgent, escalation, answered) before actioning
•     Quality Assurance: Oversee automated workflow outputs and quality-check responses to catch errors automations may miss — nothing goes out unless it meets our standards
•     Brand Alignment: Maintain a consistent, helpful, and professional brand voice across all communications — every reply should feel personal, not templated
•     Price Research: Research and compare pricing across multiple channels to identify the best available rates, supporting our commitment to delivering value to clients
•     Workflow Organisation: Track, categorise, and organise incoming requests to ensure zero messages fall through the cracks; maintain SOPs and task notes in Notion for team-wide visibility
•     Internal Collaboration: Partner with team members to escalate complex issues, flag blockers proactively, and follow up on unresolved inquiries efficiently
•     Urgent Responsiveness: Handle time-sensitive client or payment items with urgency — a 4-hour gap on a time-sensitive task is not acceptable

WHAT WE'RE LOOKING FOR

•     Attention to Detail: Flawless spelling, grammar, and message context — you catch errors automations miss and hold every output to a high standard before it goes out
•     Superb Written Communication: You convey empathy and clarity in writing, maintaining a professional yet friendly tone that reflects our brand
•     Adaptability: Our systems and workflows evolve — you pick up new tools quickly and don't need hand-holding once direction has been given
•     Accountability: You own your work end-to-end, follow through consistently, and don't let tasks fall through the cracks
•     Receptiveness to Feedback: You take direction well, implement it without defensiveness, and genuinely apply what you're told
•     Proactive Communication: You flag when something's unclear, when you're stuck, or when something doesn't look right — rather than guessing or going quiet
•     Growth Mindset: You treat week four differently from week one — continuously expanding your capacity, asking for more, and growing within the role
•     Full Commitment: This role requires exclusivity — you will not be working with multiple clients or companies simultaneously

TOOLS & TECHNOLOGY

Our primary platforms include:

•     Google Workspace (Gmail, Drive, Docs, Sheets)

•     Hiver (shared inbox and email collaboration)
•     Notion (task and SOP management)
•     AI tools (various — used to support drafting and workflow efficiency)