Position Summary
A fast-scaling direct-to-consumer eCommerce brand is actively seeking Remote Chat Customer Service Agents to provide outstanding support to its customer base through live chat and email. This fully remote opportunity offers competitive hourly pay between $25 and $35 depending on your communication skills, responsiveness, and availability. No prior experience or college degree is required to apply. Whether you're seeking a career shift or your first entry into remote work, this role offers flexible hours, training, and a clear path to grow within the company—all from the comfort of your home.
About the Role
Our client is a digitally-native consumer brand offering premium products across multiple international markets. With customer satisfaction at the heart of their strategy, the company is expanding its remote support team to meet growing global demand. As a Remote Chat Customer Service Agent, you’ll serve as a critical connection point between customers and the brand—resolving concerns, answering product questions, managing returns, and tracking orders through real-time chat and asynchronous email interactions. You’ll work within the company’s ticketing and CRM systems, stay updated on product changes, and contribute to the overall quality and responsiveness of the customer experience.
Key Responsibilities
Live Chat Customer Support: Handle incoming chat conversations from new and existing customers, resolving product inquiries, order tracking, and account issues with empathy, speed, and clarity.
Email Correspondence: Respond to email support tickets regarding delayed shipments, returns, cancellations, product clarifications, and general assistance while ensuring proper tone and accuracy.
CRM and Ticket Management: Utilize customer support software (such as Gorgias, Zendesk, or Freshdesk) to manage ticket pipelines, update customer records, and ensure all cases are resolved or escalated efficiently.
Knowledge Management: Stay updated on company policies, promotions, and inventory changes to provide fast, reliable answers and minimize delays.
Order Issue Resolution: Proactively resolve lost shipments, damaged goods, and incorrect orders by coordinating with internal fulfillment teams or shipping carriers.
Returns and Refunds: Facilitate seamless return requests and initiate refund workflows according to established policy guidelines while keeping the customer experience positive.
Product Troubleshooting: Help customers understand how to use or assemble products, identify defects, and offer potential solutions or replacements when needed.
Process Feedback: Track recurring issues and contribute insights to improve help center articles, macros, and operational procedures.
Tagging and Categorization: Properly tag tickets and categorize issues within the support system to support reporting and operational decisions.
Performance Metrics: Meet expectations around first response time, resolution time, customer satisfaction score (CSAT), and support quality benchmarks.
Shift Handover Documentation: Maintain detailed notes at the end of each shift to ensure smooth transitions between support agents and accurate handoff of unresolved tickets.
Participation in Team Communication: Join scheduled team check-ins, provide status updates, and stay engaged through team chats and internal project boards.
How Your Day Will Look
Morning
Log into the support dashboard, review your assigned ticket queue, and handle any follow-ups or urgent inquiries flagged from the previous shift. Begin live chat support as customer volume increases. You may spend this time assisting with product inquiries, shipping delays, and pre-sale questions, while responding promptly to email threads queued from the night before.
Midday
Midday typically involves a mix of high-volume chat interactions and inbox management. You’ll tackle multi-chat sessions, handle return requests, and work closely with fulfillment to verify stock levels or initiate reshipments. Team sync meetings may occur during this time, where updates on policy, product changes, or process refinements are shared. Mid-shift breaks offer time to regroup and prepare for the next workload surge.
Afternoon
Volume may spike again as new customers come online in other time zones. Focus shifts to resolving escalated tickets, closing out long threads, and catching up on emails. You may wrap up by documenting any unusual cases, submitting improvement suggestions, and clearing your inbox. As your shift ends, you’ll update your support status and log performance notes for internal tracking.
Required Qualifications
Excellent written English and communication skills
Ability to type at least 45 words per minute with high accuracy
Comfortable using web-based ticketing platforms and remote work tools
Self-disciplined with strong time management skills
High school diploma or equivalent (no college required)
Reliable internet and personal computer or laptop
Basic troubleshooting and problem-solving abilities
Ability to follow processes and take direction
Willingness to work one weekend shift per week if required
No previous customer service experience necessary—training is provided
Detailed Skill-Building Tips for Success
Typing Speed and Accuracy
Speed and clarity are essential for live chat. Practice daily on typing sites like 10FastFingers or TypingClub. Strive for both fluency and precision to handle multiple conversations efficiently.
Product Knowledge
Stay current on the client’s full catalog, seasonal changes, and trending customer questions. Bookmark the internal help desk and review FAQs regularly. When you understand the nuances of each product, your replies become faster and more helpful.
Text-Based Empathy and Communication
In the absence of tone and body language, your words must carry both precision and warmth. Acknowledge concerns before offering solutions. Phrases like “Let me make this right for you” build trust quickly.
Multitasking and Time Management
You’ll often manage 3–5 chats at once. Use shortcuts, internal notes, and pre-approved macros to navigate quickly while personalizing replies. Allocate chunks of time for ticket cleanup, note-taking, and non-chat duties.
Stress Management
Customer-facing roles can be intense during promotions or outages. Stay grounded using short breathing exercises or brief mental resets between escalated cases. Support team leads are available to help debrief when needed.
Continuous Learning and Adaptability
Customer needs and tools evolve. Embrace changes in macros, policy, or tools. Participate in optional training modules and quarterly coaching reviews to level up your performance and efficiency.
Onboarding Process with the Client
Application & Interview
Submit your resume through our application portal. Shortlisted candidates will complete a written questionnaire and be invited to a 20-minute video interview focused on communication and remote readiness.
Skills Assessment
Complete a basic chat simulation and writing test to demonstrate how you would handle real-world support cases. This also helps determine your baseline typing speed and tone.
Paid Training
Accepted applicants begin a structured, paid remote training program lasting 5–7 business days. You’ll learn the tools, workflows, and standards expected in customer interactions.
Shadowing
Before handling tickets solo, you’ll observe real-time chats and email responses from veteran support agents. You’ll also practice with sandbox systems to gain confidence.
Ramp-Up
Your first few live shifts will include supervision, coaching, and peer support. Your manager will check in daily to review responses, answer questions, and offer tips for improvement.
Full Integration
Once you demonstrate consistent performance in quality scores and productivity, you’ll be granted full access and shift autonomy. You’ll continue to receive feedback and have opportunities to grow into lead roles.
Company Culture
The client is a remote-first organization that prioritizes clarity, collaboration, and empathy—both for customers and internal teams. The support department operates across multiple time zones and communicates primarily through Slack, Notion, and Zoom. Regular recognition programs highlight top performers. Feedback is encouraged, and every team member has a voice. There’s a strong emphasis on maintaining work-life balance, offering shift flexibility and digital wellness initiatives. You’ll be joining a company that values transparency, diversity, and long-term team development.
Alternative Benefits
Work-from-anywhere flexibility with customizable weekly hours
One-time home office setup stipend upon hire
Paid virtual onboarding and continuous training
Wellness reimbursements for fitness, meditation, or mental health apps
Monthly recognition bonuses and milestone awards
Free access to top learning platforms for professional growth
Referral bonuses for bringing in successful applicants
Opportunities to take on special projects and earn additional pay
Why This Opportunity is Perfect for You
If you’re looking for a remote job that doesn’t require phone calls, college degrees, or past experience—this is the perfect fit. You’ll have a structured onboarding path, performance-based pay growth, and the freedom to manage your schedule. As a Remote Chat Customer Service Agent, you’ll be joining a respected brand in delivering high-touch customer care through modern communication channels. If you enjoy helping people, typing fast, and working independently from home, you’ll thrive in this role and grow with the company.
Frequently Asked Questions
Is this a phone job?
No. This is a non-phone support role. All customer communication is done via live chat and email.
Do I need prior experience?
No experience is required. The client provides full paid training and mentoring. Applicants with strong writing and computer skills will do well.
What equipment is required?
You’ll need a personal computer or laptop, a reliable internet connection, and a headset for internal training sessions. No special software is needed.
Is this full-time or part-time?
Both options are available. You can choose to work 20–40 hours per week depending on your schedule and availability.
Are there fixed shifts?
Shifts are assigned based on demand and availability. You’ll be able to express your preferences, but some weekend or evening coverage may be requested.
Can I apply if I live outside the U.S.?
Yes. This is a global opportunity open to qualified applicants in most time zones. However, fluency in English and availability during peak hours is essential.
How to Apply
To be considered for this position, click the Apply button and submit your updated resume. You’ll receive a brief follow-up questionnaire to complete. Our recruitment team will reach out to qualified candidates to schedule an interview. We look forward to helping you start your remote career in live chat and email support.
...Classrooms. We're looking for enthusiastic, adaptable Full-Time Assistant teachers with a passion for working with students between 12 months and 12 years. We strongly encourage and welcome people from all backgrounds to apply for this opportunity and join our unique community....
...Finance Overview Element Critical is seeking to add a Construction Cost Analyst Data Centers. This role is responsible for the... ...to capex costs. Collaborate with Development, Finance, Accounting, and Procurement teams on strategic capital initiatives including...
...NJ. NO EXCEPTIONS. NO HYBRID. NO REMOTE. Job Overview: Our client is seeking a creative and data-driven Marketing Manager Email & In-App to lead the strategy, execution, and optimization of their email marketing and in-app customer journey initiatives. The ideal...
...Willingness to work flexible hours, including overnights and early mornings as needed ~ Must hold a valid US drivers license and be able... ...are always preferred by our clients. Now is the most important time to stand out from the crowd. We suggest that you ensure you...