Live Chat Support Assistant

I need a sharp, personable virtual assistant to handle real-time chat enquiries that come through our social media channels—mainly Facebook Messenger, Instagram DMs and X/Twitter. Your primary focus is to keep the conversation flowing: answer product questions, resolve simple issues, and flag anything you can’t solve so it reaches the right teammate fast.

Customer service instincts and clear written English are non-negotiable. Because the chat lives inside social feeds, familiarity with tools such as Meta Business Suite, Sprout, Hootsuite or similar will help you juggle several threads at once and keep response times tight.

Coverage runs Monday–Friday in two blocks, 9 am–1 pm and 5 pm–9 pm GMT. During those hours no message should wait more than two minutes for a reply—that metric is how I gauge success.

Deliverables
• Live social-media chat coverage during agreed hours
• End-of-shift log summarising questions answered, issues escalated and insights gathered
• Weekly report highlighting recurring customer pain points and suggested fixes

Acceptance criteria
• Average response time ≤ 2 minutes
• CSAT score ≥ 90 % from in-chat micro-surveys
• All escalations correctly tagged in our dashboard

If you have a track record of delighting customers in fast-paced chat environments, tell me how you’d tackle the first week and include the word “BLUE” so I know you read this.