Structure USA is a nonprofit based in Orlando, Florida. We publish research and editorial work about the American market for a Brazilian audience, covering international trade, market entry, brand internationalisation, and partner relationships.
Because our work is published, people write to us. Readers with questions, organisations proposing collaboration, researchers asking for sources, and people who simply want to know what we do.
About the roleWe're hiring a Correspondence and Inquiries Assistant to be the first point of contact for everyone who gets in touch with us.
You'll handle the general inbox and incoming calls, answer the questions you can, and route the rest to the right person. A good deal of what comes in is routine, and the value of the role is that it gets answered properly and quickly rather than sitting unread.
This is the front door of a small organisation. People form their first impression of us through you.
The position is full-time and fully remote. You'll need to be available during US Eastern business hours, since that's when most of our correspondence arrives.
What you'll do- Monitor and manage the general inbox, responding to routine enquiries directly
- Take incoming calls and respond to voicemail
- Route enquiries that need a specialist to the right colleague, with enough context for them to pick it up
- Keep a record of what comes in, who handled it, and how it was resolved
- Follow up on enquiries that haven't been answered
- Maintain standard responses for the questions that come up repeatedly
- Flag anything unusual or sensitive to the director rather than handling it alone
- At least 1 year of experience in customer service, reception, or administrative support
- Clear, polite written English — most of this role is writing
- Comfortable on the phone with people you don't know
- Good judgement about what you can answer and what needs to go to someone else
- Organised enough to keep track of open items without being reminded
- Available during US Eastern business hours
Helpful but not required:
- Experience managing a shared or general inbox
- Experience in a nonprofit, membership organisation, or publisher
- Familiarity with helpdesk or ticketing tools
- Salary: $41,000 per year
- Medical insurance, with Structure USA covering 50% of the employee premium
- 403(b) retirement plan with an employer contribution
- 10 days of paid time off per year, plus public holidays
- Fully remote
- Equipment provided
Apply through LinkedIn with your resume. In a short note, write how you would reply to someone asking a question you don't know the answer to.
- Structure USA is an equal opportunity employer. We evaluate all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.