Job Description
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
Requirement Details Experience 6+ months of customer service experience (retail, call center, hospitality, or chat)
Education High school diploma or equivalent
Typing Minimum 45 WPM with 95%+ accuracy
Communication Exceptional written English; clear, grammatically correct, conversational tone
Technical Comfortable navigating multiple browser tabs and software applications simultaneously
Availability Flexible 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
Platform Purpose Live Chat Zendesk Chat, Intercom, LiveChat, or Drift
CRM Salesforce, HubSpot, or a proprietary system
Communication Slack, Microsoft Teams
Video Zoom, Google Meet
Knowledge Base Confluence, Notion, Guru
Scheduling When I work, Deputy, or a proprietary system
To Apply
Submit the following:
- Updated resume highlighting customer service experience
- Preferred shift availability
Job Tags
Hourly pay, Permanent employment, Full time, Work experience placement, Remote work, Work from home, Home office, Flexible hours, Shift work, Afternoon shift