Title: Email Support Assistant

Organisation: PetRescue Ltd

Role type: Volunteer (ongoing) - multiple roles

Time commitment: 5+ hours per week

Location: Fully remote (Australia-wide)

Position Overview

PetRescue is a national animal welfare charity with a vision of a future where every pet is safe, respected and loved. Every day, we bring this vision to life by connecting thousands of rescue pets with their future humans and supporting rescue organisations and pet guardians across Australia.

PetRescue receives emails every day from people who care deeply about pets - from hopeful adopters navigating the adoption process, to pet guardians reaching out during some of the most difficult moments of their lives.

As a Volunteer Email Support Assistant, you’ll be a calm, kind and reassuring presence in someone’s inbox. You’ll help ensure people feel heard, supported and guided to the right information or services, while representing the warmth and values at the heart of PetRescue. This is a fully remote, ongoing volunteer role and a meaningful opportunity to make a real difference for pets and the people who love them.

Key Responsibilities

Email Support & Communication

• Respond to email enquiries with warmth, empathy and clear written communication
• Use templates and internal resources to ensure responses are accurate, consistent and kind
• Provide guidance on PetRescue’s adoption platform and support programs

Supporting Pet Guardians

• Support pet guardians seeking help by sharing appropriate information and local crisis care services
• Handle sensitive or emotional enquiries with care, respect and confidentiality
• Identify enquiries requiring additional care or escalation and pass these on to the appropriate PetRescue team member

Crisis Care Directory Management

• Audit, update and maintain PetRescue’s internal directory of crisis care organisations that support pet guardians
• Ensure information is current, accurate and easy for the team to use

Collaboration & Ways of Working

• Work independently in a remote environment while staying connected with the broader PetRescue team
• Follow established escalation pathways and internal processes
• Communicate clearly and proactively when support or clarification is needed

Skills & Experience

• Excellent written communication skills with a friendly, compassionate and reassuring tone
• A warm, approachable demeanour and genuine care for people and animals
• Strong empathy and emotional awareness, particularly when engaging with sensitive topics
• Ability to work independently and manage time effectively in a remote environment
• Confidence navigating online systems and updating information accurately

Experience (Helpful but Not Required)

• Experience supporting individuals or families during times of stress or personal crisis
• Experience working with or supporting pet guardians
• Familiarity with Google Workspace and Help Scout (or similar support tools)
• Experience volunteering in a not for profit or animal welfare organisation

What You’ll Receive

• Training, guidance and ongoing support from the PetRescue team
• Access to resources, templates and clear escalation pathways
• A supportive, values-driven volunteer experience with a national charity
• The opportunity to make a meaningful impact for pets and people across Australia
• A flexible, remote volunteering role that fits around your schedule

To Apply Please ensure you add a cover letter/information about why you would like to volunteer for PetRescue and in this role.

For any questions, please email james.lolicato@petrescue.org.au and we will look to respond within a timely manner