Chat Support Specialist

Careerscape is recruiting on behalf of our client, a growing e-commerce retailer, for a Remote Chat Support Specialist to join their customer experience team. This is a great opportunity for someone who enjoys solving problems in real time and wants to build a career in customer support with a fast-growing online retail brand.

Day to day, you will spend most of your shift responding to live chat conversations, helping shoppers track orders, resolve billing questions, and navigate the site with confidence. People who thrive in this role are fast typists, clear communicators, and calm under pressure when juggling multiple chats at once, all while working from the comfort of home.

Responsibilities

• Respond promptly and professionally to customer inquiries via live chat
• Assist customers with order status, tracking, returns, and exchanges
• Troubleshoot account, billing, and website navigation issues
• Manage multiple concurrent chat conversations while maintaining quality
• Escalate complex issues to senior support staff or relevant departments
• Document customer interactions accurately in the support platform
• Meet individual and team performance metrics for response time and satisfaction
• Identify recurring customer pain points and report trends to management
• Stay current on product catalog, promotions, and policy updates
• Provide a friendly, helpful experience that reflects the brand voice

Requirements

• High school diploma or equivalent required
• Prior customer service or live chat experience preferred but not required
• Excellent written communication skills and strong typing speed
• Ability to multitask across several chat conversations simultaneously
• Comfortable using CRM and live chat software platforms
• Reliable high-speed internet connection and a quiet home workspace
• Strong problem-solving skills and attention to detail
• Availability to work flexible shifts including some evenings or weekends
• Positive, patient attitude when handling difficult customer situations

Benefits

• Medical, dental, and vision insurance
• 401k plan with company match
• Paid time off and paid holidays
• 100% remote work with flexible scheduling options
• Home office equipment stipend
• Paid training and onboarding
• Opportunities for advancement within the customer experience team
• Employee discount on company products
• Wellness and mental health resources
• Collaborative, supportive remote team culture