Chat Support Representative

Job Title: Chat Support Representative

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Live chat and email are the two ways this role connects with customers who need clear answers about products and services. As a Chat Support Representative, you explain information, respond to questions, and keep conversations moving toward a useful resolution. You sit within the customer support team, work under a customer service team lead, and collaborate with teammates and product specialists when questions need additional review. This fully remote position lets you work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive customer questions through assigned chat and email queues, review conversation history, and identify the main request before responding.
• Use a live chat such as LiveChat to exchange clear messages, ask relevant questions, and explain the next step without unnecessary delays.
• Review available product or service information and approved support guidance so replies reflect current instructions rather than assumptions or unsupported promises.
• Track service tickets in a support platform such as Salesforce Service Cloud, recording the question, actions taken, current status, and any remaining work.
• Check customer interaction history in a CRM such as Zoho CRM, updating relevant contact details and conversation notes while following established access procedures.
• Explain standard account navigation and service options in plain language, adapting the amount of detail to each customer's question and familiarity.
• Follow up when information is missing or another team is reviewing a request, keeping customers informed through the appropriate written channel.
• Escalate unresolved questions, repeated service problems, or requests outside your authority to the customer service team lead with a concise summary.
• Confirm that the response addresses the original question, explain any remaining steps, and close or route the ticket according to team procedures.
• Maintain quality measured through response accuracy, turnaround, complete notes, appropriate follow-up, and clear communication; use coaching to improve future customer conversations.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience responding to customer questions through chat, email, or another service channel is preferred.
• Ability to write clear, courteous messages with accurate spelling and grammar while keeping explanations concise and easy to understand.
• Familiarity with chat queues, email threads, service tickets, and the difference between answering a question and escalating an unresolved request.
• Willingness to learn support platforms, live chat tools, and CRM systems, including how to search conversation history and enter useful notes.
• Ability to compare a customer question with available guidance, identify missing information, and ask focused questions before suggesting next steps.
• Reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and protecting information from unintended viewing.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including consistent participation in training and team check-ins.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work focused on desk-based chat and email support from your home workspace.
• Structured onboarding and training on a support platform such as Salesforce Service Cloud, a CRM such as Zoho CRM, and a live chat such as LiveChat.
• Regular check-ins with the team lead for feedback, questions, and review of challenging customer conversations.
• Opportunities to build written service communication, ticket handling, product knowledge, and escalation judgment through everyday support work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.