Job Description
Join our award-winning customer support team as a Night Shift Chat Support Specialist! We're seeking tech-savvy communicators to deliver exceptional digital customer experiences while our West Coast clients sleep. This immediate-start opportunity offers competitive pay, comprehensive benefits, and career growth in a dynamic remote-friendly environment.
What We Offer:
• Competitive hourly wage + performance bonuses
• Full health/dental/vision benefits
• Paid training and certification programs
• Flexible scheduling options
• Remote work with state-of-the-art tools
• Career advancement pathways to senior roles
Be the digital voice of our brand during critical overnight hours, ensuring 24/7 customer satisfaction while maintaining work-life balance through our structured shift system.
Responsibilities
- Respond to customer inquiries via live chat with average 30-second response time
- Troubleshoot technical issues using knowledge base and diagnostic tools
- Maintain detailed case notes in CRM system for quality assurance
- Collaborate with onshore/offshore teams for complex issue escalation
- Meet/exceed KPIs: 95% CSAT, 90% first-contact resolution rate
- Adhere to PCI compliance standards for payment-related queries
- Participate in weekly team huddles and training sessions
- Document process improvements for chat efficiency
Qualifications
- High school diploma or equivalent (college degree preferred)
- Minimum 1 year customer service experience (chat support a plus)
- Exceptional written communication skills (native-level English)
- Proficient in CRM platforms (Zendesk/Salesforce experience ideal)
- Ability to type 60+ WPM with 98% accuracy
- Reliable high-speed internet and quiet workspace
- Available for 8-hour shifts between 10 PM - 6 AM PST
- Must pass background check and drug screening