Chat Support Operator

About the Role

The Chat Support Operator connects with customers via live chat and email to provide clear answers and dependable follow-through. This fully remote position requires a 40-hour weekly commitment and may involve varied working days and shift times.

Key Responsibilities

• Monitor incoming customer conversations through a Live chat platform (e.g., Intercom), acknowledge requests, and manage the queue.
• Review incoming emails and service tickets in a Support platform (e.g., Zendesk), identify customer questions and required responses.
• Check existing conversation history in a CRM (e.g., HubSpot) before replying.
• Ask focused questions to clarify requests, confirm product/service details, and understand customer needs.
• Provide accurate answers using approved reference materials, explaining routine service steps clearly.
• Write concise chat messages and complete email responses, adjusting tone and maintaining consistency.
• Record request details, checks completed, guidance provided, and next actions in the service ticket.
• Follow up on outstanding answers, check for internal updates, and keep customers informed.
• Escalate unresolved questions, conflicting information, or repeated service issues to the customer service team lead with complete notes and history.
• Close completed conversations with a clear summary, with quality judged by response accuracy, turnaround, complete notes, and consistent follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related chat support, email support, or customer contact experience is preferred.
• Basic understanding of customer questions, service tickets, and the importance of checking current product/service information.
• Familiarity with chat queues, shared email workflows, and customer history tools, with a willingness to learn specific systems.
• Clear written communication, accurate typing, and the ability to explain service information courteously.
• Ability to prioritize conversations, follow written procedures, and recognize when escalation is needed.
• A reliable computer, high-speed internet, and a quiet, private workspace.
• Availability for the 40-hour weekly commitment and agreed working days/shift times.
• Authorization to work in the United States.

Tech Stack

• Live chat platforms (e.g., Intercom)
• Support platforms (e.g., Zendesk)
• CRM systems (e.g., HubSpot)