Chat Support Coordinator

Talentoma; New Jersey; Remote; USD 42,000 - 63,000; Full time

Benefits offered by this job

Health coverage

401(k)

Maternity leave

Job summary

Talentoma is seeking a Chat Support Coordinator to connect customers with clear answers via live chat and email. This fully remote role is based in New Jersey and requires a 40-hour weekly commitment.

You will monitor chats, assign tickets, and coordinate with product contacts and support reps to ensure consistent information and timely follow-ups.

The position includes onboarding and training on the CRM and support tools, with health coverage, a 401(k), and paid leave.

Qualifications

• High school diploma or equivalent.
• 1–2 years of chat or email support or coordination experience.
• Experience organizing chat conversations, email threads, and ticket queues.
• Ability to verify product or service information and distinguish routine questions from issues needing review.
• Clear written communication and ability to adapt explanations to different questions.
• Access to a reliable computer, high-speed internet, and a quiet workspace.
• Authorization to work in the United States.
• Fully remote role with 40-hour weekly commitment.
• Onboarding and training on CRM, support platform, and live chat systems.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.

Responsibilities

• Monitor chats and emails, triage requests by urgency and topic.
• Coordinate handoffs via live chat platforms, ensuring context is included.
• Verify information before responding and avoid gaps.
• Create and update service tickets in the CRM.
• Check customer history to connect related conversations.
• Provide clear email and chat updates with timelines.
• Escalate delays or sensitive issues to the team lead.
• Review completed conversations for accuracy and notes.
• Close tickets and summarize recurring topics.

Skills

Chat support

Email support

Customer service

Ticket management

Remote work

Education

High school diploma

Tools

Zendesk

Salesforce Service Cloud

HubSpot CRM

Job description

Monthly Pay: $3,777 - $5,661 USD per month

Summary

Live chat and email are the main ways this role connects customers with clear answers and coordinated support. The Chat Support Coordinator organizes incoming questions, ticket assignments, and follow-ups so customers receive consistent product or service information without repeating their concerns. This position sits within the customer support team, works under a customer service team lead, and collaborates with support representatives and product contacts. This is a fully remote, desk-based opportunity to work from home in New Jersey, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Monitor incoming chat conversations and email service tickets, identify the customer's request, and organize the queue by urgency, topic, and existing ownership.
• Coordinate conversation handoffs through a live chat such as Zendesk, ensuring the receiving support representative has the customer's question and relevant conversation history.
• Review each request for missing context, ask focused clarification questions, and check approved product or service information before arranging the next response.
• Create and update service tickets using a support platform such as Salesforce Service Cloud, recording request categories, assigned owners, current status, and next steps.
• Check customer interaction history in a CRM such as HubSpot to connect related conversations and prevent duplicate outreach or conflicting responses.
• Send clear email acknowledgments and chat updates that explain what is happening, who is assisting, and when the customer should expect another update.
• Coordinate unresolved questions with product contacts and support representatives, keeping ticket ownership clear while the appropriate person prepares an accurate answer.
• Follow up on pending responses and overdue actions; escalated repeated delays, unclear guidance, or sensitive customer concerns to the customer service team lead.
• Review completed conversations for accurate answers, timely turnaround, complete notes, and documented follow-up, using established team standards to identify corrections.
• Confirm the customer's question has been addressed, close completed tickets, and summarize recurring topics or handoff gaps for review during team discussions.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of chat support, email support, or customer service coordination experience preferred.
• Familiarity with organizing chat conversations, email threads, ticket assignments, and follow-up actions across shared customer support queues.
• Understanding of how to verify product or service information and distinguish routine questions from issues requiring additional review.
• Comfort navigating customer histories, ticket statuses, chat transfers, and shared response resources within the example systems described above.
• Clear written communication, sound reading comprehension, and the ability to adjust explanations to different customer questions without losing essential details.
• Ability to organize competing requests, maintain accurate notes, and communicate handoff responsibilities with colleagues working remotely.
• Access to a reliable computer, high-speed internet, and a quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work focused on desk-based customer communication and support coordination from your home workspace.
• Structured onboarding and training on the example CRM, support platform, and live chat systems named above, alongside team procedures.
• Regular check-ins with the team lead to review questions, discuss feedback, and clarify priorities for pending customer requests.
• Opportunities to build chat support, ticket coordination, written response, and customer experience skills through daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.