Daily Chat Support Specialist

Clients reach out to our platform throughout standard business hours, and they expect fast, friendly, and knowledgeable help. All questions arrive through the website’s live-chat widget—no email queues or social feeds to monitor—so focus stays on real-time, one-to-one conversations.

Here’s the scope of what’s waiting in the chat window each day:
• General inquiries: guiding visitors around the site, clarifying policies, and offering basic product information.
• Technical support: walking users through common troubleshooting steps and gathering diagnostic details before escalating uncommon issues.
• Sales & billing: providing pricing explanations, subscription options, and processing simple account changes or refunds when appropriate.

Every chat session needs to be documented concisely in our CRM so the rest of the team has full context. When a question falls outside your permission level, flag it to the correct department with clear notes so customers never repeat themselves.

Acceptance criteria for each shift:
1. Average first-response time under two minutes.
2. Chat satisfaction rating of 90 % or higher (measured via our post-chat survey).
3. Complete, accurate CRM notes logged for 100 % of interactions.

We run on Intercom and Zendesk; familiarity with either tool is ideal, but a quick learner with comparable live-chat experience is welcome. Consistent, fluent written English is essential, along with a stable internet connection and the ability to stay online for the agreed business-hour block each weekday.

Tell me about your live-chat track record, the software you’ve worked with, and how you maintain a friendly tone while juggling multiple conversations at once, and we can set up a short trial shift to get started.