Chat Support Agent

About the Role

• Accurate answers and complete notes are at the center of this role, helping customers receive dependable support through chat and email.
• The Chat Support Agent directly addresses customer questions, explains product or service information, and guides customers toward appropriate next steps.
• This position sits within the support team, works under a customer service team lead, and collaborates with customers and internal support colleagues.
• This is a fully remote, work from home position.
• The role requires a 40-hour weekly commitment.
• Working days and shift times may vary.
• Strong quality standards help ensure each interaction is clear, respectful, and properly documented for continued support.

Key Responsibilities

• Monitor assigned chat, email, and service ticket queues to respond to incoming customer questions in a timely, professional manner.
• Confirm customer details, review prior interaction notes, and identify the purpose of each request before providing guidance.
• Explain available product or service information using approved support resources and current team guidance.
• Create and update customer interaction notes in a support platform such as Kustomer, including actions taken and next steps.
• Use a live chat such as Drift to manage active conversations, maintain context, and close interactions when questions are resolved.
• Review customer history in a CRM such as Copper to provide consistent assistance and avoid asking customers to repeat information.
• Enter organized tracker updates in spreadsheets and data entry tools such as Airtable for team visibility and follow-up coordination.
• Follow up on unresolved questions through the appropriate queue and escalate complex concerns to the customer service team lead.
• Review service feedback in a survey such as SurveyMonkey and share recurring themes with the support team for discussion.
• Track assigned follow-up activities in a project management tool such as Asana and maintain clear status notes for internal partners.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and appropriate follow-up on open customer needs.

Requirements & Tech Stack

• Kustomer
• Drift
• Copper
• Airtable
• SurveyMonkey
• Asana

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer support workflows, including chat conversations, email responses, service tickets, and follow-up activities.
• Ability to learn a support platform such as Kustomer and a CRM such as Copper while following established support guidance.
• Ability to write clear, courteous, and accurate responses for customers with varied questions and levels of product familiarity.
• Ability to review details carefully, organize interaction notes, and recognize when a concern should be escalated.
• Comfortable using a live chat such as Drift, a project management tool such as Asana, and a survey such as SurveyMonkey.
• Reliable computer, high-speed internet, and a quiet private workspace.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work supporting customers through desk-based chat, email, and ticket activities.
• Structured onboarding and training on Kustomer, Copper, Drift, Airtable, Asana, and SurveyMonkey.
• Regular check-ins with the customer service team lead to discuss quality standards, questions, and support priorities.
• Opportunities to build skills in customer interaction documentation, service ticket handling, written responses, and support workflow coordination.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.