Live Chat Customer Representative (Remote)

Location: Remote
Job Type: Full-Time / Part-Time
Department: Customer Experience / Support
Reports To: Customer Support Manager / Team Lead

We’re looking for a fast-typing, friendly, and resourceful Live Chat Customer Representative to provide real-time assistance to our customers through our live chat platform. In this role, you’ll be the first point of contact for online visitors, helping them with inquiries, solving issues, and guiding them through their journey—all through text-based communication. Your ability to multitask, communicate clearly, and stay calm under pressure will be key to delivering a five-star customer experience.

• Respond promptly and professionally to customer questions and concerns via live chat.

• Handle multiple live chat conversations simultaneously without compromising quality.

• Assist customers with product or service questions, order updates, technical support, or account issues.

• Provide accurate, clear, and helpful responses in a friendly tone that reflects our brand voice.

• Escalate complex or unresolved cases to the appropriate internal teams.

• Log customer interactions, issues, and feedback in the support system accurately.

• Stay informed about product updates, policies, and system changes to support customers effectively.

• Meet or exceed KPIs related to response time, chat handling time, customer satisfaction, and resolution rates.

• Prior experience in a customer-facing role, ideally in live chat or online support.

• Excellent written communication skills with impeccable grammar and spelling.

• Fast and accurate typing skills (minimum 45+ WPM preferred).

• Strong multitasking abilities with the capability to manage 2–5 chats at once.

• Empathetic, patient, and customer-focused approach.

• Proficient with chat software and support tools like Zendesk, Intercom, LiveChat, or Drift.

• Ability to work independently in a remote setup with a stable internet connection.

• Experience in e-commerce, SaaS, or subscription-based business support.

• Familiarity with using canned responses/macros while still personalizing communication.

• Fluency in additional languages is a plus.

• Flexibility to work evenings, weekends, or holidays, depending on shift availability.

• 100% remote position with flexible shift options.

• Competitive hourly rate or salary with performance incentives.

• Paid time off and holidays (where applicable).

• Training and professional development opportunities.

• Supportive, fast-paced, and collaborative remote team culture.