Job Description
Join our award-winning remote team as a Night Shift Chat Support Specialist and transform customer experiences from home. We're seeking tech-savvy communicators to resolve inquiries via live chat during evening hours (10 PM - 6 AM MST). Enjoy flexible scheduling, comprehensive benefits, and career growth opportunities while serving diverse clients across North America. This 100% remote role requires zero commute and offers full-time stability with competitive compensation.
Responsibilities
- Deliver real-time customer support via text chat with <90-second response times
- Resolve technical issues, billing inquiries, and product questions using CRM systems
- Maintain detailed case documentation and escalate complex issues to Tier 2 support
- Collaborate with global teams via Slack during handover periods
- Continuously update product knowledge through weekly training modules
- Meet/exceed KPIs for customer satisfaction (CSAT >90%) and resolution rates
- Participate in monthly process improvement workshops
Qualifications
- 2+ years customer service experience with chat support background
- Minimum 45 WPM typing speed with 98% accuracy
- Proficiency in Zendesk/Salesforce CRM and ticketing systems
- Reliable high-speed internet (20+ Mbps) and quiet home office setup
- Available for fixed night shifts (Sun-Thu 10 PM-6 AM MST)
- Strong multitasking ability handling 3-5 concurrent chats
- US work authorization and Arizona residency preferred