Chat Support Representative

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

Bonus opportunities

Job summary

Talentoma is seeking a Chat Support Representative to help customers via live chat and email. This fully remote role is based in the United States, with a 40-hour work week and fluctuating shifts.

You will respond clearly, access product information, and follow documented procedures to resolve routine questions for a smooth customer experience. You will use Freshdesk, HubSpot, and Olark to track conversations, maintain context, and escalate complex issues when needed.

Qualifications

• High school diploma or equivalent is required.
• No experience required; related experience supporting customers is a plus.
• Familiarity with online chat, email, or service queues is beneficial.
• Familiarity with Freshdesk, HubSpot, and Olark is preferred.

Responsibilities

• Monitor live chat, email, and service ticket queues and prioritize requests based on urgency.
• Communicate with customers via live chat and email using clear, professional language.
• Review customer details and notes before guiding customers to next steps.
• Enter concise notes and actions in the support platform and CRM.
• Escalate complex tickets to a team lead with complete context.
• Meet quality expectations for accuracy, turnaround, and follow-up.

Skills

Written communication

Keyboarding

Remote work readiness

US work authorization

Education

High school diploma or equivalent

Tools

Freshdesk

HubSpot

Olark

Job description

Monthly Pay: $3,868 - $5,777 USD per month

Summary:

Live chat, email, and support messages are the primary ways this role connects with customers. The Chat Support Representative responds directly to customer questions, provides clear product or service information, and helps resolve routine concerns so customers can continue using services with confidence. This position sits on the customer service team and works under a customer service team lead while partnering with customers, support teammates, and internal product or operations contacts. This is a fully remote, work from home position based in New York, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary. Clear, thoughtful written responses and careful follow-through help create consistent experiences across every customer conversation.

Job Responsibilities:

• Monitor assigned live chat, email, and service ticket queues, acknowledge incoming customer questions, and prioritize requests based on urgency and established workflow.
• Communicate directly with customers through a live chat platform such as Olark and email, using clear, professional language tailored to the question being asked.
• Review customer details, previous conversation notes, and relevant service information before providing accurate guidance or next steps.
• Enter concise interaction notes, customer requests, actions taken, and outcomes in a support platform such as Freshdesk.
• Update contact details and conversation context in a CRM such as HubSpot so teammates can understand the current status of each request.
• Use approved knowledge resources to explain product or service features, account access steps, and standard procedures without making unsupported promises.
• Ask focused follow-up questions when information is incomplete, then reconnect with customers when additional details or updates are available.
• Escalate complex, sensitive, or unresolved service tickets to a customer service team lead or designated internal contact with complete notes and relevant context.
• Coordinate with support teammates to maintain consistent answers, share recurring customer themes, and identify gaps in available guidance.
• Meet quality expectations measured by response accuracy, turnaround, complete notes, and reliable follow-up on open customer requests.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience supporting customers through online chat, email, or service queues preferred.
• Familiarity with customer-facing digital conversations, including interpreting questions and delivering clear written responses.
• Basic understanding of using a support platform such as Freshdesk to review and update service tickets preferred.
• Familiarity with maintaining customer context in a CRM such as HubSpot preferred.
• Ability to use a live chat platform such as Olark while following established response guidance and escalation steps.
• Strong keyboarding ability and care when entering interaction details, status updates, and next actions.
• Sound judgment in recognizing when a customer request needs additional review from a customer service team lead.
• 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 from home in New York, United States.
• Structured onboarding and training on a live chat platform such as Olark, a support platform such as Freshdesk, and a CRM such as HubSpot.
• Regular check-ins with the customer service team lead for feedback, questions, and workflow guidance.
• Skill building in digital customer conversations, service ticket handling, customer context review, and escalation judgment.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.