Chat Support Operator

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is seeking a remote Chat Support Operator seated in New York to handle live chats and emails, ensure timely follow-through, and keep tickets moving within a supportive team. The role emphasizes clear, courteous communication and a consistent customer experience across channels.

Applicants should have a high school diploma or equivalent, be comfortable with chat queues and ticket workflows, and be able to work a 40-hour week remotely from New York.

Qualifications

• High school diploma or equivalent.
• No experience required; related chat support, email support, or customer contact experience preferred.
• Clear written communication and courteous tone when explaining service information.
• Familiarity with chat queues, shared email workflows, and customer history tools.

Responsibilities

• Monitor live chats (Intercom); acknowledge requests and manage the queue per guidance.
• Review emails and tickets in Zendesk; identify the customer question and required response.
• Check HubSpot history before replying to use context and avoid repetition.
• Ask focused questions to clarify requests and capture needs.
• Provide accurate answers using approved reference materials and avoid promising outcomes.
• Write concise chat messages and email responses with consistent tone and style.
• Log requests, checks, guidance, and next actions in the service ticket.
• Follow up until resolved and keep customers informed.
• Escalate unresolved questions with notes to the team lead and history.
• Close conversations with a clear summary and proper handoff.

Skills

Communication skills

Ability to work remotely

Written English clarity

Time management

Attention to detail

Problem solving

Customer service mindset

Computer literacy

Education

High school diploma or equivalent

Tools

Intercom

Zendesk

HubSpot

Job description

Monthly Pay:

$3,868 - $5,777 USD per month

Summary:

Live chat and email are the two ways this role connects with customers who need clear answers and dependable follow-through. The Chat Support Operator runs a chat support queue, answers customer questions, and keeps service tickets moving so customers understand what happens next. The position sits within the support team, works under a customer service team lead, and collaborates with other support colleagues to resolve questions about products and services. This is a fully remote position offering work from home in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Monitor incoming customer conversations through a Live chat such as Intercom, acknowledge requests, and manage the queue according to team guidance.
• Review incoming emails and service tickets in a Support platform such as Zendesk, identifying the customer's question and the response needed.
• Check existing conversation history in a CRM such as HubSpot before replying, using available context to avoid unnecessary repetition for customers.
• Ask focused questions to clarify requests, confirm relevant product or service details, and establish what the customer needs help understanding.
• Provide accurate answers using approved reference materials, explaining routine service steps in clear language without making unsupported promises about outcomes.
• Write concise chat messages and complete email responses, adjusting tone to the customer's question while keeping information consistent across both channels.
• Record the request, checks completed, guidance provided, and next action in the service ticket so colleagues can continue the conversation smoothly.
• Follow up when an answer remains outstanding, check for internal updates, and keep customers informed until the question reaches an appropriate conclusion.
• Escalate unresolved questions, conflicting information, or repeated service issues to the customer service team lead with complete notes and relevant conversation history.
• Close completed conversations with a clear summary; quality is judged by response accuracy, turnaround, complete notes, and consistent follow-up on open requests.

Qualifications:

• High school diploma or equivalent.
• No experience required; related chat support, email support, or customer contact experience preferred, including experience gained through volunteer activities.
• Basic understanding of customer questions, service tickets, and the importance of checking current product or service information before responding.
• Familiarity with chat queues, shared email workflows, and customer history tools, with willingness to learn the example systems described above.
• Clear written communication, accurate typing, and the ability to explain straightforward service information in a courteous and understandable way.
• Ability to prioritize incoming conversations, follow written procedures, and recognize when a request needs guidance from the team lead.
• A reliable computer, high-speed internet, and a quiet private workspace suitable for handling customer conversations and maintaining focused remote work.
• Availability for the 40-hour weekly commitment and agreed working days and shift times, including dependable attendance during assigned coverage.
• Authorization to work in the United States.
• Fully remote work from home within New York, with daily responsibilities completed through online customer support channels.
• Structured onboarding and training on the named example systems, including chat handling, ticket workflows, and customer history checks.
• Regular check-ins with the team lead for feedback, questions, and guidance on handling unfamiliar customer requests.
• Opportunities to build written customer support, queue prioritization, service ticket documentation, and follow-up skills through practical daily work.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.