Live Chat Support Specialist

Provide real-time support to customers via live chat, resolving inquiries and troubleshooting issues with professionalism and clarity. You'll be the first point of contact for customer questions, helping drive satisfaction and building trust across our user base.

Responsibilities

• Respond to incoming live chat messages within service level agreements, addressing customer questions, complaints, and technical issues

• Troubleshoot common product and account issues, escalating complex problems to senior support or engineering teams

• Document all customer interactions accurately in our support system, creating a clear history for future reference

• Identify and suggest product improvements or FAQ updates based on recurring customer inquiries

• Maintain a friendly, professional tone while managing multiple concurrent chats during peak periods

• Collaborate with team members to share best practices and collectively improve response quality and resolution rates

Requirements

• 1+ years of customer support or customer-facing experience (retail, service, or online support roles count)

• Excellent written communication skills with attention to grammar, clarity, and tone

• Ability to multitask and stay calm while managing several conversations simultaneously

• Basic troubleshooting mindset—comfortable following workflows and asking clarifying questions to diagnose issues

• Reliable internet connection and quiet home workspace suitable for professional customer interactions

• Availability to work core business hours; flexibility for scheduling during peak support times is a plus

Benefits & perks

• Competitive hourly rate with performance-based incentives

• 100% remote work—no commute required

• Comprehensive training program and ongoing professional development opportunities

• Health insurance and retirement plan options

• Flexible scheduling with opportunities for shift preferences based on business needs

• Supportive team culture with regular feedback and recognition for excellent service