Chat Support Agent

Talentoma; Michigan; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is hiring a fully remote Chat Support Agent based in the United States, focused on delivering accurate answers and complete notes through chat and email. The role operates within the support team under a team lead, collaborating with internal colleagues to ensure dependable customer care.

The position requires a 40-hour weekly commitment with varying shifts. Candidates should be comfortable with a remote setup, familiar with tools like Kustomer, Copper, Drift, Airtable, Asana, and

Qualifications

• Ability to write clear, courteous, and accurate responses for customers with varied questions and levels of product familiarity.
• Familiarity with customer support workflows, including chat conversations, email responses, service tickets, and follow-up activities.

Responsibilities

• Monitor assigned chat, email, and service ticket queues to respond to incoming customer questions in a timely, professional manner.
• Confirm customer details, review prior interaction notes, and identify the purpose of each request before providing guidance.
• Explain available product or service information using approved support resources and current team guidance.
• Create and update customer interaction notes in a support platform such as Kustomer, including actions taken and next steps.
• Use a live chat such as Drift to manage active conversations, maintain context, and close interactions when questions are resolved.
• Review customer history in a CRM such as Copper to provide consistent assistance and avoid asking customers to repeat information.
• Enter organized tracker updates in a spreadsheets and data entry tool such as Airtable for team visibility and follow-up coordination.
• Follow up on unresolved questions through the appropriate queue and elevate complex concerns to the customer service team lead.
• Review service feedback in a survey such as SurveyMonkey and share recurring themes with the support team for discussion.
• Track assigned follow-up activities in a project management tool such as Asana and maintain clear status notes for internal partners.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and appropriate follow-up on open customer needs.

Skills

Clear written communication

Learn new support tools

Education

High school diploma or equivalent

Tools

Kustomer

Copper

Drift

Airtable

Asana

SurveyMonkey

Job description

Monthly Pay: $3,533 - $4,962 USD per month

Summary

Accurate answers and complete notes are at the center of this role, helping customers receive dependable support through chat and email. The Chat Support Agent directly addresses customer questions, explains product or service information, and guides customers toward appropriate next steps. This position sits within the support team, works under a customer service team lead, and collaborates with customers and internal support colleagues. This is a fully remote, work from home position based in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Strong quality standards help ensure each interaction is clear, respectful, and properly documented for continued support.

Job Responsibilities

• Monitor assigned chat, email, and service ticket queues to respond to incoming customer questions in a timely, professional manner.
• Confirm customer details, review prior interaction notes, and identify the purpose of each request before providing guidance.
• Explain available product or service information using approved support resources and current team guidance.
• Create and update customer interaction notes in a support platform such as Kustomer, including actions taken and next steps.
• Use a live chat such as Drift to manage active conversations, maintain context, and close interactions when questions are resolved.
• Review customer history in a CRM such as Copper to provide consistent assistance and avoid asking customers to repeat information.
• Enter organized tracker updates in a spreadsheets and data entry tool such as Airtable for team visibility and follow-up coordination.
• Follow up on unresolved questions through the appropriate queue and elevate complex concerns to the customer service team lead.
• Review service feedback in a survey such as SurveyMonkey and share recurring themes with the support team for discussion.
• Track assigned follow-up activities in a project management tool such as Asana and maintain clear status notes for internal partners.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and appropriate follow-up on open customer needs.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Familiarity with customer support workflows, including chat conversations, email responses, service tickets, and follow-up activities.
• Ability to learn a support platform such as Kustomer and a CRM such as Copper while following established support guidance.
• Ability to write clear, courteous, and accurate responses for customers with varied questions and levels of product familiarity.
• Ability to review details carefully, organize interaction notes, and recognize when a concern should be escalated.
• Comfortable using a live chat such as Drift, a project management tool such as Asana, and a survey such as SurveyMonkey.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting customers through desk-based chat, email, and ticket activities.
• Structured onboarding and training on Kustomer, Copper, Drift, Airtable, Asana, and SurveyMonkey.
• Regular check-ins with the customer service team lead to discuss quality standards, questions, and support priorities.
• Opportunities to build skills in customer interaction documentation, service ticket handling, written responses, and support workflow coordination.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.