Customer Support Agent

Liven; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Chapters is hiring a Customer Support Agent to handle user inquiries via tickets and calls, supporting English-speaking users worldwide in a fully remote setup.

You will escalate issues to relevant teams, provide empathetic, customer-focused support, and help improve the product based on feedback while adapting to new workflows and times.

Qualifications

• Upper intermediate or advanced English skills, both spoken and written.
• Willingness to work night shifts (~6 per month) from 11:00 PM to 8:00 AM.
• Ability to adapt quickly and learn new processes.
• Strong communication skills and stress resilience.
• Empathy and a customer oriented mindset.
• Interest in emotional and behavioral well being topics and long term cooperation.

Responsibilities

• Resolve user inquiries and issues via written tickets and verbal calls.
• Interact with English speaking users from around the world.
• Escalate issues to appropriate teams to drive product improvements.
• Provide empathetic, customer oriented support and manage objections.
• Contribute to a smooth support process and learn new workflows quickly.

Skills

English proficiency

Job description

About the role

Chapters is a multi product tech company building consumer tech that aims to scale globally. The Customer Support Agent will handle user inquiries, communicate via tickets and calls, and escalte issues to relevant teams to improve the product and user experience.

What you'll do

• Resolve user inquiries and issues via written tickets and verbal calls
• Interact with English speaking users from around the world
• Escalate issues to appropriate teams to drive product improvements
• Provide empathetic, customer oriented support and manage objections
• Contribute to a smooth support process and learn new workflows quickly

What they're looking for

• Upper intermediate or advanced English skills, both spoken and written
• Willingness to work night shifts (~6 per month) from 11:00 PM to 8:00 AM
• Ability to adapt quickly and learn new processes
• Strong communication skills and stress resilience
• Empathy and a customer oriented mindset
• Interest in emotional and behavioral well being topics and long term cooperation

For applicants in Nigeria

• The listing states fully remote work from anywhere; it does not specify country exclusions for Nigeria, so the role appears open to applicants in Nigeria
• Time zone expectations are not specified beyond night shift timing; confirm during interview
• Pay currency or salary range are not stated; confirm during interview
• Contract type versus employee status is not specified; confirm during interview
• The listing does not mention visa or work authorization requirements; confirm during interview