Chat Support Representative

About the Role

• This role connects with customers via live chat, email, and support messages.
• The Chat Support Representative responds directly to customer questions, provides clear product or service information, and helps resolve routine concerns.
• This position is part of the customer service team, working under a customer service team lead.
• It involves partnering with customers, support teammates, and internal product or operations contacts.
• This is a fully remote, work from home position based in New York, United States.
• The role requires a 40-hour weekly commitment.
• Working days and shift times may vary.
• Clear, thoughtful written responses and careful follow-through help create consistent experiences.

Key Responsibilities

• Monitor assigned live chat, email, and service ticket queues, acknowledge incoming customer questions, and prioritize requests based on urgency and established workflow.
• Communicate directly with customers through a live chat platform such as Olark and email, using clear, professional language.
• Review customer details, previous conversation notes, and relevant service information before providing accurate guidance or next steps.
• Enter concise interaction notes, customer requests, actions taken, and outcomes in a support platform such as Freshdesk.
• Update contact details and conversation context in a CRM such as HubSpot so teammates can understand the current status of each request.
• Use approved knowledge resources to explain product or service features, account access steps, and standard procedures.
• Ask focused follow-up questions when information is incomplete, then reconnect with customers when additional details or updates are available.
• Escalate complex, sensitive, or unresolved service tickets to a customer service team lead or designated internal contact with complete notes and relevant context.
• Coordinate with support teammates to maintain consistent answers, share recurring customer themes, and identify gaps in available guidance.
• Meet quality expectations measured by response accuracy, turnaround, complete notes, and reliable follow-up on open customer requests.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience supporting customers through online chat, email, or service queues preferred.
• Familiarity with customer-facing digital conversations, including interpreting questions and delivering clear written responses.
• Basic understanding of using a support platform such as Freshdesk to review and update service tickets preferred.
• Familiarity with maintaining customer context in a CRM such as HubSpot preferred.
• Ability to use a live chat platform such as Olark while following established response guidance and escalation steps.
• Strong keyboarding ability and care when entering interaction details, status updates, and next actions.
• Sound judgment in recognizing when a customer request needs additional review from a customer service team lead.
• Reliable computer, high-speed internet, and a quiet private workspace.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits

• Fully remote work from home in New York, United States.
• Structured onboarding and training on platforms like Olark, Freshdesk, and HubSpot.
• Regular check-ins with the customer service team lead for feedback, questions, and workflow guidance.
• Skill building in digital customer conversations, service ticket handling, customer context review, and escalation judgment.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.