Job Description
Join our dynamic customer support team in Charlotte and become a vital part of our 24/7 operations! We're seeking passionate Chat Support Specialists to deliver exceptional digital experiences during night shifts. This immediate-start opportunity offers competitive compensation, flexible scheduling, and comprehensive training to accelerate your career in customer service excellence.
As a key player in our support ecosystem, you'll resolve inquiries across multiple digital channels while fostering positive customer relationships. Our Charlotte-based team thrives in a collaborative environment where your problem-solving skills directly impact customer satisfaction and brand loyalty.
Responsibilities
- Provide real-time chat support for e-commerce and SaaS clients via web and mobile platforms
- Resolve complex customer inquiries regarding billing, technical issues, and product functionality
- Maintain detailed case documentation in CRM systems with 99% accuracy
- Collaborate with tier-2 support teams for technical escalations
- Meet/exceed performance metrics including CSAT scores and resolution time
- Participate in continuous improvement initiatives for support workflows
Qualifications
- Minimum 1 year experience in digital customer support or chat-based environments
- Exceptional written communication skills with 70+ WPM typing proficiency
- Proficiency with Zendesk, Intercom, or similar support platforms
- Ability to multitask across 3-5 concurrent chat conversations
- Strong problem-solving aptitude for technical and non-technical issues
- Available to work night shifts (10 PM - 6 AM EST) with weekend flexibility
- High school diploma or equivalent; associate's degree preferred