Chat Customer Service Executive

About The Opportunity

Join a dynamic, fast-growing customer experience tech company that powers seamless, AI-enhanced chat support for global brands. We specialize in delivering real-time, human-led digital customer service at scale—leveraging intuitive chat platforms, smart routing, and empathy-driven resolution frameworks to turn customer interactions into loyalty drivers.

Role & Responsibilities

• Respond promptly and professionally to customer inquiries via live chat across multiple platforms during assigned shifts.
• Diagnose and resolve customer issues using predefined workflows, product knowledge bases, and escalation protocols.
• Maintain accurate, real-time documentation of chat interactions and customer feedback in CRM systems.
• Collaborate with team leads and QA to improve response accuracy, tone, and resolution speed.
• Adhere to SLAs, chat etiquette standards, and brand voice guidelines in every customer interaction.
• Participate in daily huddles, training sessions, and performance calibration to stay aligned with service goals.

Requirements & Tech Stack

• Fluent written and spoken English with clear communication skills.
• Familiarity with live chat tools (e.g., Zendesk, Freshchat, Intercom).
• Ability to multitask across 3–5 concurrent chat windows.
• Typing speed of 40+ WPM.
• Basic understanding of CRM systems.
• Comfortable working in high-volume, fast-paced chat environments.

Qualifications

• Preferred: Experience in customer support (even via internship or project work).
• Preferred: Knowledge of basic customer service KPIs (CSAT, FCR, AHT).
• Preferred: Exposure to AI chatbots or chat assistance tools.

Benefits & Culture Highlights

• Structured onboarding + daily coaching for rapid skill growth.
• Performance-linked incentives and career progression paths.
• Collaborative, supportive team culture with flexible shift options.