Chat Associate

Hirewise; Mapusa; On-site; INR 300,000 - 500,000; Full time

Job summary

Hirewise is seeking a proactive Chat Associate to join the Student Experience Team in Goa. You will engage with website visitors in real time through live chat, resolve inquiries, raise support tickets, and help convert student leads into bookings.

The role demands strong written communication, a customer-focused mindset, and the ability to multitask in a fast-growing startup environment. Prior experience in customer support or sales is preferred.

Qualifications

• Prior experience in customer support, sales, or chat-based role preferred.
• Experience with CRM or ticketing software (e.g., Zendesk, Freshdesk) is a plus.
• Strong written communication skills and ability to engage customers conversationally.
• Ability to multitask in a high pace, 24x7 startup environment.

Responsibilities

• Engage with students/visitors via 24x7 live chat to assist with housing processes.
• Address and resolve inquiries, provide accurate information, and guide users to relevant pages.
• Assist students through the sales funnel by answering questions and influencing decisions.

Skills

Customer service

Chat support

Written communication

Multitasking

Tools

Zendesk

Freshdesk

Job description

Role: Chat Associate

Our Student Experience Team sits at the core of our business and generates revenue for the business. We are looking for a proactive and customer-focused Chat Associate to join our Student Experience Team. In this role, you will engage with website visitors in real time through live chat, assist with inquiries, raise support tickets, and help convert student leads. The ideal candidate should have excellent communication skills, a strong customer service mindset, and the ability to multi-task in a fast paced environment.

Core Responsibilities

· We are a student first organization, and you will be responsible for engaging with students /visitors via 24*7 live chat on our platform to help them with their student housing process in a friendly and professional manner.

· Address and resolve student inquiries, provide correct service/ product information, and guide them to appropriate pages.

· Assist students through the sales funnel by answering questions and helping them make purchasing decisions.

· Identify potential leads from chat interactions and take steps to convert them into students who book with us.

· Achieve lead conversions target set to achieve overall company goals.

· Raise support tickets for any technical or customer service issues and track their closure.

· Escalate complex inquiries or issues to your team manager while maintaining ownership of customer interactions.

· Provide inputs to enhance student experience, improvements to chat scripts, reduce response time and improve booking conversion rates on a regular basis.

· Track and report on chat performance metrics such as response times, customer satisfaction, and lead conversions.

Requirements

• Prior experience in a customer support, sales, or chat-based role is preferred.

• Experience with CRM or ticketing software will be a plus (e.g., Zendesk, Freshdesk, etc.).

• Strong written communication skills with the ability to engage customers in a conversational manner is a must.

• Comfortable working in a high pace, fast growing hustling startup environment in a 24*7 work process.

• Ability to multitask and manage a high volume of chat interactions.

• Detail-oriented with the ability to track and manage customer requests effectively.

• Empathy and patience to handle student concerns professionally.

• Strong problem-solving abilities and a proactive approach to customer service.

• Ability to work independently and as part of a team.

• Self-motivated and adaptable to changing environments.

About the Company

We’ve been shaping student housing experiences since 2009 – created the entire industry by building the world’s first student housing platform, that grew into becoming the largest in the world with hundreds of millions of dollars in valuations, backed by tier 1 global VC funds. Over 10 million students from more than 150 countries used the platform to find accommodation in US, UK, Australia, New Zealand, Canada, and Europe.

As pioneers in this space, our core team is now on a mission to go deeper and wider – to build the world’s largest ecosystem for students which supports student lives with honest solutions.

The new brand is about to get rolled out with fresh identity, expanded team, and some new innovative and ai backed products getting built behind the scenes. While the brand remains under wraps for now, we’re moving fast and gearing up for our launch

Along with having world’s largest student housing platform, with over one million rooms across key global cities, we will be bringing together housing supplies, community, mental well-being and success coaching and more services to support students throughout their entire journey and to fulfil our mission to support students around the world in their journeys towards growth & learning.

And, as our tagline says – here we grow!