Live Chat Support Specialist
Budget / SalaryHourly project
TypeFreelance project
LocationRemote
Posted2 hours ago
I’m looking for a customer-focused specialist who can own our live-chat queue and turn every technical question into a smooth, reassuring experience.
What you’ll do
• Sit on the live-chat front line, answering real-time technical support questions with speed and empathy.
• Troubleshoot issues clearly, document each resolution, and escalate only when absolutely necessary.
• Capture recurring questions so we can improve our internal FAQ and self-help articles.
• Provide a concise end-of-day summary so I can see volumes handled, common themes, and any follow-ups needed.
Tools & workflow
We don’t have a fixed platform yet, so I’m open to whatever you’re most comfortable with—whether that’s Zendesk Chat, Intercom, Tidio, Crisp, or another proven solution. Recommend what you know will keep response times low and tagging/reporting simple.
What I value
• Fast, accurate typing and impeccable written English.
• A warm, brand-aligned tone that makes users feel heard.
• Proven experience supporting SaaS or technically oriented products.
• Reliability: when you’re on shift, every chat gets answered within our target SLA.
If you thrive on solving problems in real time and enjoy improving processes along the way, let’s talk about schedules and give you access to the queue.
What you’ll do
• Sit on the live-chat front line, answering real-time technical support questions with speed and empathy.
• Troubleshoot issues clearly, document each resolution, and escalate only when absolutely necessary.
• Capture recurring questions so we can improve our internal FAQ and self-help articles.
• Provide a concise end-of-day summary so I can see volumes handled, common themes, and any follow-ups needed.
Tools & workflow
We don’t have a fixed platform yet, so I’m open to whatever you’re most comfortable with—whether that’s Zendesk Chat, Intercom, Tidio, Crisp, or another proven solution. Recommend what you know will keep response times low and tagging/reporting simple.
What I value
• Fast, accurate typing and impeccable written English.
• A warm, brand-aligned tone that makes users feel heard.
• Proven experience supporting SaaS or technically oriented products.
• Reliability: when you’re on shift, every chat gets answered within our target SLA.
If you thrive on solving problems in real time and enjoy improving processes along the way, let’s talk about schedules and give you access to the queue.
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