Job Description
Join our award-winning customer experience team as a Part-Time Chat Support Specialist! Work remotely from anywhere in New York while delivering exceptional digital support to global clients. This flexible 20-25 hour/week role combines your passion for problem-solving with cutting-edge chat technology to create seamless customer journeys. Enjoy competitive pay, comprehensive training, and a vibrant remote culture focused on growth and recognition.
Responsibilities
- Deliver real-time chat support across multiple platforms (web, mobile apps) with <60s response times
- Resolve complex technical issues using CRM tools and knowledge bases while maintaining 95% CSAT
- Collaborate with Tier 2 support to escalate intricate cases with detailed context
- Proactively identify upsell opportunities during high-value customer interactions
- Document all interactions in Zendesk with precise ticket categorization
- Participate in weekly training sessions to master new product features
- Monitor chat queues during peak hours to maintain SLA compliance
Qualifications
- 2+ years experience in digital customer support or live chat environments
- Proficiency with Zendesk, Intercom, or enterprise chat platforms
- Exceptional written communication with 98% grammar accuracy
- Ability to handle 4+ concurrent chats while maintaining quality
- Home office setup with stable 50+ Mbps internet connection
- Flexible availability including weekends/evenings (20-25 hrs/week)
- Associate degree in Communications or related field preferred
- Experience with SaaS products or e-commerce platforms a plus