This is a remote position. Posting Title: Live Chat Support Agent Industry: Customer Service & Digital Support Salary: $23–$25 per hour

Summary

We are seeking a skilled and empathetic Live Chat Support Agent to join our dynamic customer service team. In this role, you will serve as the primary point of contact for customers seeking real-time assistance with inquiries, technical issues, account management, and product guidance. Your ability to communicate clearly, resolve problems efficiently, and maintain a positive customer experience will directly impact customer satisfaction, retention, and brand loyalty. This position requires a proactive mindset, strong written communication skills, and the ability to multitask in a fast-paced, high-volume environment. You’ll work closely with cross-functional teams to escalate complex issues, provide feedback on customer pain points, and contribute to continuous service improvement. This is a remote opportunity ideal for professionals passionate about delivering exceptional digital support and driving customer success.

Responsibilities

• Provide real-time, accurate, and professional support via live chat to customers across multiple platforms.
• Troubleshoot technical issues, account access problems, and product-related inquiries with precision and speed.
• Guide customers through onboarding, feature usage, and troubleshooting steps using clear, concise, and customer-friendly language.
• Resolve customer issues independently, escalating complex cases to appropriate departments when necessary.
• Maintain detailed and accurate records of all customer interactions in the CRM system.
• Collaborate with product, technical, and marketing teams to share insights on recurring customer challenges and suggest improvements.
• Adhere to SLAs, response time targets, and quality assurance standards.
• Contribute to knowledge base articles and internal documentation to improve team efficiency.
• Monitor chat volume and proactively manage workload during peak periods.

RequirementsRequirements:

• 3–7 years of proven experience in customer support, preferably in a live chat or digital support environment.
• Excellent written communication skills with a professional tone, grammar accuracy, and clarity under pressure.
• Strong problem-solving and critical thinking abilities to diagnose and resolve customer issues efficiently.
• Proficiency in using CRM systems, ticketing platforms, and live chat software (e.g., Zendesk, Freshdesk, Intercom).
• Ability to multitask, manage multiple chat sessions simultaneously, and maintain composure during high-volume periods.
• Self-motivated with a customer-first mindset and a commitment to delivering consistent, high-quality service.
• Reliable internet connection and a quiet, distraction-free workspace for remote work.
• High school diploma or equivalent; associate’s or bachelor’s degree preferred.

--- Additional Information

• Remote position with flexible scheduling options.
• Ongoing training and career development opportunities provided.
• Performance-based incentives and recognition programs.
• This role may require occasional evening or weekend availability to support global customers.

Benefits

• Health insurance (medical, dental, vision)
• Paid time off (PTO) — vacation, sick days, personal days
• Paid holidays
• 401(k) retirement plan
• Life insurance
• Short‑term and long‑term disability insurance
• Remote

Skills: Communication Skills, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Health Insurance, High School Diploma, Identify Issues, Incentive Programs, Knowledge Base, Multiplatform/Cross-Platform, Multitasking, Onboarding, Online Chat, Problem Solving Skills, Quality Assurance, Quality Metrics, Resolve Customer Issues, Sales Management, Service Level Agreement (SLA), Technical Marketing, Work From Home, Writing Skills, ZenDesk About the Company: Gotham Biotech