Job Description
Join our dynamic customer support team as a Chat Support Specialist for our night shift operations. This remote position offers the flexibility to excel from home while delivering exceptional service to clients across the United States. You'll be the digital frontline for our brand, resolving inquiries with speed and empathy while working in a collaborative virtual environment.
We provide comprehensive training, competitive compensation, and opportunities for career advancement in a fast-growing tech company. If you're a night owl with a passion for problem-solving and digital communication, this role is your gateway to professional growth without the commute.
Responsibilities
- Deliver real-time chat support to resolve customer inquiries within 2-minute response SLA
- Maintain detailed case documentation in CRM systems for audit and continuity
- Collaborate with cross-functional teams to escalate complex technical issues
- Proactively identify process improvements to enhance customer satisfaction metrics
- Adhere to PCI compliance protocols when handling sensitive customer data
- Participate in weekly team training sessions to refine product knowledge
- Monitor chat queues during peak hours to ensure zero customer abandonment
Qualifications
- Minimum 1 year of customer service experience with chat-based platforms
- Proficient in typing 60+ WPM with 95%+ accuracy
- Strong troubleshooting skills for SaaS applications and mobile devices
- High-speed internet connection (minimum 50 Mbps) and quiet home office
- Ability to multitask across 3-5 concurrent chat conversations
- Knowledge of CRM tools (Zendesk, Salesforce, or HubSpot preferred)
- Available to work 11 PM - 7 AM Central Time, weekends included