Join our dynamic, fully remote customer support team as a Live Chat Support Representative! In this exciting role, you'll provide real-time, text-based assistance to customers from the comfort of your home office. You'll have the opportunity to resolve issues, answer questions, and create outstanding service experiences that make a difference. With our remote-first approach, you can work from anywhere in the world, as long as you have a reliable internet connection. Embrace the freedom and flexibility of this role while making a positive impact on our customers!

 

Key Responsibilities

Customer Interaction

• Engage with customers via a live chat platform in real-time with professional, friendly communication.
• Handle multiple concurrent chat sessions (typically 3–5 chats simultaneously)
• Respond to inquiries within established time benchmarks (average response time: under 30 seconds)
• Resolve customer issues efficiently while maintaining a high satisfaction score.s

Issue Resolution

• Troubleshoot technical and account-related problems using knowledge base resources
• Process orders, returns, refunds, and account changes as authorized
• Identify and escalate complex issues to appropriate specialized teams
• Follow up on unresolved tickets to ensure customer satisfaction

Documentation & Compliance

• Accurately document all customer interactions in the CRM/ticketing system
• Adhere to company policies, procedures, and quality standards
• Maintain customer data privacy and security protocols
• Meet or exceed key performance indicators (KPIs) including:
  • Customer Satisfaction Score (CSAT): 90%+
  • Average Handle Time (AHT): Target varies by issue complexity
  • First Contact Resolution (FCR): 75%+
  • Quality Assurance Score: 85%+

Remote Collaboration

• Participate in virtual team meetings and training sessions via video call
• Communicate with supervisors and teammates through Slack/Teams
• Stay updated on product changes and policy updates through remote channels
• Contribute to knowledge base improvements and team feedback

Required Qualifications

RequirementDetailsExperience6+ months of customer service experience (retail, call center, hospitality, or chat)EducationHigh school diploma or equivalentTypingMinimum 45 WPM with 95%+ accuracyCommunicationExceptional written English; clear, grammatically correct, conversational toneTechnicalComfortable navigating multiple browser tabs and software applications simultaneouslyAvailabilityFlexible schedule including weekends, evenings, or holidays as needed

Remote Work Requirements

Home Office Setup

• Dedicated Workspace: Quiet, private area with a door that closes to minimize distractions
• Internet:
  • Minimum 25 Mbps download / 5 Mbps upload speed
  • Hardwired Ethernet connection strongly preferred
  • Stable, low-latency connection required
• Computer:
  • Windows 10+ or Mac OS 10.15+
  • Minimum 8GB RAM, 256GB storage
  • Updated antivirus software

Security & Privacy

• Private, password-protected Wi-Fi network (no public/shared networks)
• Ability to install company security software/VPN
• Secure storage for any physical materials or equipment
• Understanding of data privacy requirements (GDPR, CCPA compliance)

Preferred Qualifications

• Previous live chat or remote customer service experience
• Familiarity with help desk software (Zendesk, Freshdesk, Intercom, LiveChat)
• Experience with CRM platforms (Salesforce, HubSpot)
• Bilingual or multilingual capabilities
• Technical troubleshooting experience (SaaS, e-commerce, or tech products)
• Previous remote work experience with demonstrated self-discipline

What We Offer

Compensation & Benefits

• Hourly Rate: $19–$29/hour (based on experience, location, and shift differentials)
• Shift Premiums: Additional pay for evening, overnight, and weekend shifts
• Performance Bonuses: Monthly incentives for exceeding KPIs

Remote-First Perks

• Home Office Stipend: $500–$800 for ergonomic equipment and setup
• Monthly Internet Allowance: $50–$75 toward internet costs
• Equipment Option: Choose a company-provided laptop or use your own + stipend
• Flexible Scheduling: Self-select shifts based on availability (business needs permitting)

Health & Wellness

• Health, dental, and vision insurance (full-time, 30+ hours/week)
• Mental health support through the Employee Assistance Program (EAP)
• Paid time off and sick leave
• Paid training and ongoing professional development

Remote Culture

• Virtual team-building events and remote social activities
• Recognition programs and peer appreciation platform
• Clear advancement paths: Senior Agent → Team Lead → Supervisor → Manager
• Access to remote work best practices training

Training & Onboarding

• Week 1–2: Virtual onboarding, company culture, systems training
• Week 3–4: Product knowledge, chat simulations, shadowing
• Week 5–6: Graduated live chat handling with supervisor support
• Ongoing: Monthly refresher training, upskilling opportunities

All training is conducted remotely via video conferencing and self-paced modules.

Technology Stack

PlatformPurposeLive ChatZendesk Chat, Intercom, LiveChat, or DriftCRMSalesforce, HubSpot, or a proprietary systemCommunicationSlack, Microsoft TeamsVideoZoom, Google MeetKnowledge BaseConfluence, Notion, GuruSchedulingWhen I work, Deputy, or a proprietary system

To Apply

Submit the following:

• Updated resume highlighting customer service experience
• Preferred shift availability