Email Support Specialist

About This Role

Position Overview

The Mountain Lion Foundation is seeking a professional, dependable, and service-oriented Email Support Specialist to join our mission-driven team. This fully remote position is responsible for providing timely, accurate, and compassionate support to individuals who contact the organization by email.

The Email Support Specialist will serve as an important point of contact for supporters, members, donors, community members, and members of the public. The successful candidate will communicate clearly and professionally, respond thoughtfully to a wide range of inquiries, and ensure that questions and requests are handled efficiently and appropriately.

This position is well suited for someone who has excellent written communication skills, strong attention to detail, sound judgment, and an interest in contributing to a nonprofit organization dedicated to wildlife conservation and the protection of mountain lions.

About the Mountain Lion Foundation

The Mountain Lion Foundation is a nonprofit organization committed to protecting mountain lions and preserving the wild ecosystems they depend upon. Through education, advocacy, conservation, research, and public engagement, the organization works to promote responsible wildlife stewardship and coexistence between people and mountain lions.

Employees are expected to approach their work with professionalism, integrity, respect, and a commitment to the organization's conservation mission.

Key Responsibilities

Monitor and respond to incoming email inquiries in a timely, courteous, and professional manner.

Provide accurate and easy-to-understand information about the Mountain Lion Foundation, including its mission, programs, membership, donations, conservation efforts, and general activities.

Respond appropriately to questions from members, donors, supporters, community members, and the general public.

Review inquiries carefully to understand the individual's needs and provide an appropriate response or resolution.

Conduct basic research when additional information is needed before responding.

Recognize inquiries that require specialized knowledge or additional assistance and refer them to the appropriate staff member.

Maintain accurate records of inquiries, responses, follow-ups, and other relevant information using designated organizational systems.

Follow established procedures for privacy, confidentiality, information security, and appropriate handling of sensitive information.

Communicate with patience, professionalism, and empathy when addressing concerns, complaints, or sensitive topics.

Manage multiple email conversations while maintaining accuracy, consistency, and appropriate response times.

Follow established communication standards and organizational guidelines.

Collaborate with colleagues to ensure that supporters and members receive consistent and helpful information.

Identify recurring questions, communication challenges, and opportunities to improve support resources and processes.

Provide feedback to appropriate team members regarding frequently requested information or emerging communication needs.

Assist with other administrative, communication, or supporter-service responsibilities as reasonably assigned.

Qualifications

Required Qualifications

Excellent written communication skills, including strong grammar, spelling, clarity, and professional email etiquette.

Strong attention to detail and the ability to produce accurate written responses.

Excellent organizational and time-management skills.

Ability to manage multiple inquiries and prioritize work effectively.

Strong problem-solving, research, and critical-thinking skills.

Ability to communicate respectfully and professionally with individuals from diverse backgrounds and perspectives.

Ability to work independently, exercise sound judgment, and remain productive in a remote environment.

Ability to collaborate effectively with colleagues using digital communication tools.

Basic proficiency with email, web-based applications, document-management systems, and common office software.

Reliable internet access and a suitable workspace for performing remote duties.

Commitment to maintaining confidentiality and protecting sensitive organizational and supporter information.

Preferred Qualifications

Previous experience in customer service, email support, administrative support, communications, nonprofit organizations, or a related field.

Experience working with customer relationship management (CRM), help-desk, ticketing, or email-management systems.

Experience working in a fully remote or distributed organization.

Familiarity with nonprofit organizations, membership programs, donor communications, or supporter services.

Interest in wildlife conservation, environmental protection, animal welfare, or related areas.

Equivalent combinations of education, training, and relevant experience may be considered.

Success in This Role

A successful Email Support Specialist will consistently provide accurate, timely, and courteous responses while representing the Mountain Lion Foundation in a professional manner.

Success in this position includes:

Responding to inquiries within established organizational expectations.

Providing accurate information and appropriate follow-up.

Maintaining organized and complete records.

Demonstrating professionalism and empathy in every interaction.

Protecting confidential and sensitive information.

Knowing when an inquiry should be escalated to another team member.

Building positive relationships with members, donors, supporters, and the public.

Contributing ideas that improve the organization's communication and support processes.

Demonstrating reliability, accountability, and strong independent work habits.

Work Environment

This is a fully remote position. The Email Support Specialist will work from a professional remote workspace and communicate primarily through email, online collaboration platforms, and virtual meetings.

The role involves regular computer use, written communication, research, and digital collaboration. The successful candidate should be comfortable managing responsibilities independently while remaining responsive and engaged with a remote team.

Because this position involves communication with members of the public and organizational supporters, professionalism, discretion, responsiveness, and attention to detail are essential.

Reasonable accommodations will be considered for qualified individuals with disabilities in accordance with applicable law.

Compensation

Any applicable benefits, paid time off, or additional compensation will be provided in accordance with organizational policies and the terms applicable to the position.

Our Values

The Mountain Lion Foundation values people who are committed to protecting wildlife and supporting healthy ecosystems. We seek individuals who demonstrate:

Integrity and accountability

Respect and professionalism

Compassion and empathy

Clear and thoughtful communication

Collaboration and teamwork

Environmental stewardship

Commitment to conservation

Curiosity and continuous learning

Respect for diverse perspectives and experiences

Equal Employment Opportunity

The Mountain Lion Foundation is committed to providing equal employment opportunities and maintaining an inclusive, respectful, and accessible workplace.

Employment decisions are based on qualifications, skills, experience, performance, and organizational needs, without discrimination based on race, color, religion, sex, pregnancy, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Reasonable accommodations are available to qualified individuals with disabilities in accordance with applicable law. All job requirements and employment practices will be applied consistently and in compliance with applicable employment, wage-and-hour, accessibility, privacy, and equal-opportunity laws.

Important Notice

This job description is intended to describe the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or requirements. Responsibilities may evolve based on organizational needs.

The Mountain Lion Foundation is committed to creating a professional, respectful, and mission-focused work environment in which qualified individuals can contribute their skills and experience to wildlife conservation.