Role Overview
A remote-first digital support agency is hiring Remote Chat Customer Support Agents to help manage the live chat and email communications for a subscription-based productivity platform. This is a true entry-level position with competitive pay of $25–$35 per hour, fully remote availability, and no requirement for prior customer service experience or a college degree. All communication is handled through text—no phone calls, Zoom meetings, or in-person contact.

The Client & What You’ll Be Doing
The client is a B2C software company serving individuals and small businesses with cloud-based tools for productivity, time management, and digital collaboration. As a Chat Customer Support Agent, you’ll assist users in real time with account recovery, billing changes, navigation help, and common troubleshooting steps. Your work will occur entirely through the client’s live chat interface and email ticketing system, allowing you to respond with empathy and precision while maintaining professionalism and brand tone.

Primary Job Tasks

• Live Chat Interaction: Respond to incoming chat messages promptly and help customers resolve issues related to accounts, billing, subscription upgrades, or technical errors.
• Email Ticket Support: Handle longer-form questions or non-urgent issues through structured email replies. Use templates when applicable, but customize each message with relevant context.
• Customer Education: Guide customers through self-service options, product tutorials, and help documentation to foster independence.
• Tagging and Ticket Management: Apply appropriate tags to each ticket, record summaries, and ensure all data is captured accurately for handoff or future audits.
• Escalation Handling: Know when to escalate requests that are beyond your scope, such as technical malfunctions or policy disputes, to internal teams.
• Internal Collaboration: Communicate with QA coaches, training leads, and peers using Slack or other team tools.
• Macro and Template Updates: Contribute improvements to saved replies, identify gaps in support documentation, and raise patterns of recurring questions.
• Time Management: Use your assigned hours efficiently by balancing live chats with email ticket resolution and participating in optional ongoing training.
• Meet Support KPIs: Maintain strong performance in areas such as CSAT score, average handle time, and resolution rate.

A Typical Shift Breakdown
Early in Your Shift
Start by logging into your assigned support tools and checking for internal updates, macro changes, or known bugs. Begin working through older email tickets first before going live in the chat dashboard.

Mid-Shift Workload
You’ll engage in active chat coverage, often juggling multiple concurrent conversations. Most interactions will involve basic support tasks like updating billing information, providing subscription assistance, or explaining platform features.

Wrapping Up
Complete remaining open chats, pass unresolved issues to the next shift with detailed notes, and submit a short shift report summarizing your workload and any process improvement ideas.

Who We’re Looking For

• Strong writing skills and conversational tone in written English
• Minimum typing speed of 40 words per minute with high accuracy
• High school diploma or GED (no college degree needed)
• No prior customer service experience required—this is an entry-level role
• Personal laptop or desktop and consistent high-speed internet
• Comfortable using chat dashboards, help desks, and online platforms
• Self-disciplined and able to manage time independently
• Friendly and calm under pressure when dealing with frustrated users
• Available 20–40 hours per week with flexible scheduling options
• Willing to receive feedback and apply it to future interactions

Tips for Performing at a High Level
Writing & Typing Fluency
Keep your tone conversational but clear. Avoid jargon or robotic replies. Tools like Grammarly and Hemingway can help streamline your responses.

Learning Product Details
Use the first week to immerse yourself in the help center, product tutorials, and most-used macros. Speed and accuracy improve when you know the product inside out.

Written Tone and Customer Care
Always empathize first. Phrases like “Let me look into that for you” or “Thanks for your patience—here’s what we’ll do next” help de-escalate situations and build trust.

Managing Live Workload
Organize tabs and use keyboard shortcuts to streamline navigation between chat and help docs. Prioritize active chats and use timers to avoid delays.

Handling Remote Independence
Block distractions, stick to a shift routine, and check in with team channels for peer support or guidance.

Growing With Feedback
Review QA reports carefully. Keep a personal log of tips you receive and apply them immediately to your next batch of chats and tickets.

Getting Started with the Client
Initial Application
Submit your resume and fill out a short availability and tech-readiness form. No cover letter required.

Typing and Writing Assessment
Take a 5-minute typing test and complete sample chat scenarios to demonstrate tone, logic, and typing fluency.

Chat-Based Interview or Simulation
If selected, complete a mock chat session with QA or respond asynchronously to customer prompts via test dashboard.

Paid Virtual Training
Attend a 5-day paid onboarding program that includes product immersion, ticket practice, and live coaching.

Supervised Trial Shifts
Complete 2–4 shifts with guidance from a lead, including real-time support feedback and checkpoint evaluations.

Full Team Integration
After approval, gain full system access, Slack channels, and performance dashboard visibility. Your official shift schedule will also be assigned.

Workplace Environment
The company maintains an asynchronous-first culture with team members across multiple time zones. Recognition is merit-based and structured around output quality and continuous improvement. The internal team communicates through Slack and documents everything in shared dashboards and knowledge hubs, minimizing unnecessary meetings. You’ll work in a results-driven, low-pressure environment designed for remote success.

Perks and Extras

• Paid training and onboarding
• 100% remote—work from anywhere
• Non-phone environment (chat/email only)
• Flexible shifts including nights and weekends
• Digital learning stipends for professional development
• Monthly recognition awards and digital raffles
• Opportunities to move into QA, training, or management within 90 days
• Home office reimbursement for qualifying equipment

Why This Role May Be the Right Fit for You
This is a rare opportunity to start earning real income from home without experience, a degree, or phone-based interaction. You’ll be paid to train, supported from your first day, and empowered to grow your skills in writing, time management, and customer interaction. Whether you’re entering the workforce for the first time or shifting away from retail or call center jobs, this role offers structure, stability, and potential for long-term growth.

Applicant Questions Answered
Is previous customer support experience required?
Not at all. This role includes full training and is built for people just starting out.

Will I be required to take phone calls?
No. All support is handled through live chat and email only.

Can I work from outside the U.S.?
Yes. This role is available globally, though strong written English and a reliable internet connection are required.

Are the hours flexible?
Yes. You’ll be asked to provide your availability during onboarding and can often pick up extra hours.

How fast can I start?
Applicants typically begin paid training within 7–10 business days of completing their assessment.

Next Steps to Apply
Click “Apply Now,” upload your resume, and complete the brief pre-hire questionnaire. Entry-level roles like this fill fast—no degree, no experience, and full remote flexibility make it one of the most in-demand online jobs available today. Start your application and reserve your training spot now.