Customer Support Specialist: Chat & Email Champion

VXI Global Solutions; Morrow (GA); On-site; USD 42,000 - 62,000; Full time

Job summary

VXI Global Solutions is seeking a Customer Support Specialist, Chat and Email, who delivers exceptional service and positive experiences. You will handle inquiries via email and chat, resolve issues with empathy, and maintain high quality while managing multiple priorities.

The role emphasizes ownership, continuous improvement, collaboration with Operations, Product, and Engineering, and contributing to knowledge articles.

Qualifications

• 3+ years of experience in Customer Support or related customer-facing role.
• 1+ years of informal or shadow leaders experience.
• 1+ years of experience in Trust and Safety.
• Exceptional written and verbal communication skills.
• Passion for delivering outstanding customer experience and taking ownership.
• Strong attention to detail and ability to identify issues under time pressure.
• High resilience with large case volumes and difficult interactions.
• Able to complete required certifications for each support queue.

Responsibilities

• Assist customers through e-mail and chat with professionalism, empathy, and urgency.
• Resolve inquiries from start to finish ensuring a positive impression.
• Respond quickly in high-priority situations and guide customers confidently.
• Identify recurring trends and suggest long-term improvements.
• Share customer feedback to improve products and services.
• Contribute to knowledge articles and self-service resources.
• Work with tools, dashboards, and AI-assisted technology to improve efficiency.
• Collaborate with Operations, Product, and Engineering to resolve issues.
• Reproduce reported problems and provide detailed feedback to teams.
• Act as the voice of the customer to leadership.

Skills

Customer service

Communication

Empathy

Multitasking

Ownership

Attention to detail

Resilience

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Word

Excel

PowerPoint

Outlook

Job description

VXI Global Solutions is seeking a Customer Support Specialist, Chat and Email, who delivers exceptional service and positive experiences. You will handle inquiries via email and chat, resolve issues with empathy, and maintain high quality while managing multiple priorities.

The role emphasizes ownership, continuous improvement, collaboration with Operations, Product, and Engineering, and contributing to knowledge articles.