Live Chat Agent

GSR Group; Toronto; Remote; CAD 45,000 - 60,000; Full time

Job summary

A restaurant franchise operation is seeking a Live Chat Agent to provide exceptional online customer support. You will assist customers with inquiries about menu items, orders, and more, while embodying a customer-first mindset. The ideal candidate has excellent written communication skills and 12+ years in customer service. This remote position offers flexible shifts and competitive compensation.

Benefits

Competitive hourly rate or salary

Performance-based incentives

Paid time off

Health insurance

Retirement benefits

Comprehensive training

Qualifications

• Minimum of 12 years of experience in customer service, preferably in a digital support environment.
• Proficiency in typing (minimum 40-50 WPM with high accuracy).
• Basic understanding of customer service metrics such as CSAT, response time, and resolution rate.

Responsibilities

• Respond promptly to customer inquiries through live chat.
• Provide accurate information about products, services, and promotions.
• Guide customers through technical troubleshooting steps as needed.

Skills

Exceptional written communication skills

Ability to multitask

Strong attention to detail

Positive attitude

Emotional intelligence

Education

High school diploma or equivalent

College degree in communications or related field

Tools

Zendesk

Intercom

HubSpot

Freshdesk

Job description

Job Title: Live Chat Agent

Company Overview: GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Live Chat Agent. This role is essential in ensuring a seamless and positive experience for every guest, whether they're asking about menu items, orders, or employment opportunities.

Overview

We are seeking a highly motivated and customer-focused Live Chat Agent to join our customer experience team. This position plays a vital role in ensuring every visitor to our website or platform receives efficient, courteous, and accurate assistance through live chat. The ideal candidate will possess excellent written communication skills, a proactive attitude, and the ability to handle multiple conversations simultaneously while maintaining professionalism and empathy.

As a Live Chat Agent, you will be the first point of contact for customers seeking support, product information, or problem resolution. You will represent our brand in a digital environment, embodying our values of quality service, respect, and responsiveness.

Key Responsibilities - Customer Support & Communication

• Respond promptly to customer inquiries through live chat in a friendly, professional, and empathetic manner.
• Provide accurate information about products, services, promotions, and policies.
• Guide customers through technical or procedural troubleshooting steps as needed.
• Manage multiple chat sessions simultaneously while maintaining a high level of accuracy and attention to detail.
• De‑escalate tense situations, showing patience and understanding while working toward resolution.
• Follow up on unresolved issues to ensure complete customer satisfaction.

Problem‑Solving & Issue Resolution

• Identify customer needs quickly and effectively, offering solutions or alternatives where possible.
• Collaborate with other departments (technical support, billing, logistics, etc.) to resolve complex or escalated issues.
• Record and report recurring issues, bugs, or customer feedback to improve services or products.
• Use company knowledge bases, FAQs, and internal tools to provide fast and accurate responses.

Documentation & Data Management

• Maintain accurate records of customer interactions, inquiries, and feedback in the CRM or chat management system.
• Ensure that all data and communications comply with company privacy and security standards.
• Assist in updating customer support documentation and contributing to process improvements.

Teamwork & Continuous Improvement

• Participate actively in team meetings, sharing insights or suggestions to enhance customer experience.
• Keep up to date with product updates, new features, and company announcements to provide informed support.
• Collaborate with training and quality teams to maintain performance standards and meet service level agreements (SLAs).
• Adapt to evolving tools, processes, and company goals with a flexible and growth‑oriented mindset.

Qualifications & Requirements

Education & Experience

• High school diploma or equivalent required; college degree in communications, business, or a related field preferred.
• Minimum of 12 years of experience in customer service, preferably in a live chat or digital support environment.
• Prior experience in e‑commerce, SaaS, hospitality, or retail is a plus.

Technical Skills

Proficiency in typing (minimum 4050 WPM with high accuracy).

Comfortable using chat software, CRM systems, and customer support platforms (e.g., Zendesk, Intercom, HubSpot, Freshdesk).

Strong knowledge of common web browsers, mobile apps, and online troubleshooting steps.

Basic understanding of customer service metrics such as CSAT, response time, and resolution rate.

Soft Skills

• Exceptional written communication skills with a professional and empathetic tone.
• Ability to multitask and manage several chat interactions simultaneously.
• Strong attention to detail and commitment to accuracy.
• Positive attitude, emotional intelligence, and a customer‑first mindset.
• Ability to remain calm under pressure and handle challenging situations tactfully.
• Self‑motivated, dependable, and comfortable working independently or in a team.

Work Environment

Work Type: Remote, hybrid

Schedule: Flexible shifts; may include evenings, weekends, and holidays.

Equipment: Requires a reliable computer, high‑speed internet, and a quiet workspace.

Reporting To: Customer Support Team Lead or Customer Experience Manager.

Performance Metrics

• Average response and resolution times.
• Customer satisfaction (CSAT) and quality assurance scores.
• Adherence to communication guidelines and tone of voice.
• Productivity benchmarks (number of chats handled per shift).
• Accuracy and completeness of documentation.

Compensation & Benefits

• Competitive hourly rate or salary based on experience.
• Performance‑based incentives and bonuses.
• Paid time off, health insurance, and retirement benefits (as applicable).

Comprehensive training and ongoing professional development.

Opportunities for growth within customer service, quality assurance, or operations teams.

Inclusive, collaborative, and supportive company culture.