diff --git a/app/Services/Support/Gmail/GoogleGmailConnector.php b/app/Services/Support/Gmail/GoogleGmailConnector.php
index 9c469abde..f684c1f16 100644
--- a/app/Services/Support/Gmail/GoogleGmailConnector.php
+++ b/app/Services/Support/Gmail/GoogleGmailConnector.php
@@ -231,7 +231,7 @@ public function sendPlainTextMessage(
 
         $headers = [
             'To: '.$to,
-            'Subject: '.$subject,
+            'Subject: '.$this->encodeHeaderValue($subject),
             'MIME-Version: 1.0',
             'Content-Type: text/plain; charset=UTF-8',
         ];
@@ -244,6 +244,31 @@ public function sendPlainTextMessage(
         $raw = implode("\r\n", $headers)."\r\n\r\n".$body;
         $encoded = rtrim(strtr(base64_encode($raw), '+/', '-_'), '=');
 
+        return $this->dispatch($mailbox, $encoded, $threadId);
+    }
+
+    /**
+     * RFC 2047 encode a header value when it contains non-ASCII bytes so that
+     * characters like em-dashes and accents are not mangled by mail clients.
+     */
+    private function encodeHeaderValue(string $value): string
+    {
+        if (preg_match('/[^\x20-\x7E]/', $value) !== 1) {
+            return $value;
+        }
+
+        $encoded = mb_encode_mimeheader($value, 'UTF-8', 'B', "\r\n");
+
+        return $encoded !== false && $encoded !== ''
+            ? $encoded
+            : '=?UTF-8?B?'.base64_encode($value).'?=';
+    }
+
+    /**
+     * @return array{id: string, thread_id: ?string}
+     */
+    private function dispatch(string $mailbox, string $encoded, ?string $threadId): array
+    {
         $message = new GoogleMessage();
         $message->setRaw($encoded);
 
diff --git a/app/Services/Support/SupportApprovalEmailService.php b/app/Services/Support/SupportApprovalEmailService.php
index fe2e0aa66..61e0eb19a 100644
--- a/app/Services/Support/SupportApprovalEmailService.php
+++ b/app/Services/Support/SupportApprovalEmailService.php
@@ -584,7 +584,8 @@ private function roleItemLine(array $item): string
         $status = (string) ($item['status'] ?? '');
 
         $label = match ($status) {
-            'would_add', 'added' => 'will be added',
+            'would_add' => 'will be added',
+            'added' => 'role added',
             'already_has_role' => 'already has this role (no change)',
             'user_not_found' => 'no CodeWeek account found — skipped',
             'ambiguous' => 'multiple accounts match — needs manual check, skipped',
diff --git a/tests/Unit/Support/SupportCompletionEmailCopyTest.php b/tests/Unit/Support/SupportCompletionEmailCopyTest.php
index dd2701235..97056275a 100644
--- a/tests/Unit/Support/SupportCompletionEmailCopyTest.php
+++ b/tests/Unit/Support/SupportCompletionEmailCopyTest.php
@@ -82,6 +82,78 @@ public function test_completion_body_uses_plain_language_for_profile_update(): v
         $this->assertStringNotContainsString('COMPLETED', $capturedBody);
     }
 
+    public function test_completion_body_for_role_add_uses_past_tense_per_account(): void
+    {
+        $case = SupportCase::create([
+            'source_channel' => 'gmail',
+            'processing_mode' => 'automated',
+            'subject' => 'codeweek-support — add leading teacher role',
+            'raw_message' => 'add role: leading teacher',
+            'target_email' => 'a@example.com',
+            'secondary_emails' => ['b@example.com', 'c@example.com'],
+            'case_type' => 'role_add',
+            'status' => 'verified',
+            'risk_level' => 'low',
+            'correlation_id' => 'cid-role',
+        ]);
+
+        $approval = SupportApproval::create([
+            'support_case_id' => $case->id,
+            'requested_action' => 'user_role_add',
+            'payload_json' => ['operation' => 'add', 'role' => 'leading teacher', 'emails' => ['a@example.com', 'b@example.com', 'c@example.com']],
+            'risk_level' => 'low',
+            'status' => 'approved',
+            'approved_by' => 'admin@matrixinternet.ie',
+            'approved_at' => now(),
+        ]);
+
+        config([
+            'support_gmail.send_completion_email' => true,
+            'support_gmail.allowed_sender_domains' => ['matrixinternet.ie'],
+            'support_gmail.notify_email' => 'notify@matrixinternet.ie',
+        ]);
+
+        $capturedBody = null;
+        $gmail = $this->createMock(GmailOutboundService::class);
+        $gmail->method('sendPlainText')->willReturnCallback(function ($to, $subject, $body) use (&$capturedBody) {
+            $capturedBody ??= $body;
+
+            return ['id' => 'msg-1', 'thread_id' => 't1'];
+        });
+
+        $svc = new SupportApprovalEmailService(
+            $gmail,
+            app(SupportSenderAllowlist::class),
+            app(SupportProfileRequestParser::class),
+            app(\App\Services\Support\SupportRoleRequestResolver::class),
+        );
+
+        $svc->sendActionCompletion(
+            $case,
+            $approval,
+            'user_role_add',
+            [
+                'ok' => true,
+                'result' => [
+                    'role' => 'leading teacher',
+                    'summary' => ['added' => 2, 'would_add' => 0, 'already_has_role' => 1, 'user_not_found' => 0, 'ambiguous' => 0],
+                    'items' => [
+                        ['email' => 'a@example.com', 'status' => 'added', 'user_id' => 1, 'matched_user_ids' => [1]],
+                        ['email' => 'b@example.com', 'status' => 'added', 'user_id' => 2, 'matched_user_ids' => [2]],
+                        ['email' => 'c@example.com', 'status' => 'already_has_role', 'user_id' => 3, 'matched_user_ids' => [3]],
+                    ],
+                ],
+            ],
+            true,
+        );
+
+        $this->assertNotNull($capturedBody);
+        $this->assertStringContainsString('We added the role "leading teacher" to 2 CodeWeek accounts.', $capturedBody);
+        $this->assertStringContainsString('a@example.com — role added', $capturedBody);
+        $this->assertStringContainsString('c@example.com — already has this role', $capturedBody);
+        $this->assertStringNotContainsString('will be added', $capturedBody);
+    }
+
     public function test_completion_subject_for_account_restore(): void
     {
         $case = new SupportCase(['id' => 5]);