Onsite Customer Support Pro: Chat & Email (Level 2)

VXI; Morrow (GA); Hybrid; USD 36,000 - 48,000; Full time

Job summary

VXI is seeking a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service and create positive customer experiences. This 100% onsite role in Morrow, GA, requires strong communication, ownership of outcomes, and a proactive approach to improving support processes.

The role emphasizes empathy, accuracy, and professionalism while managing multiple priorities through email and chat channels.

Qualifications

• 3+ years of experience in Customer Support, Customer Experience, or a customer-facing role.
• 1+ years of informal or shadow leadership.
• 1+ years of experience in Trust and Safety.
• Excellent written and verbal communication skills with the ability to explain complex concepts clearly and professionally.
• Passion for delivering outstanding customer experience and taking ownership when issues arise.
• Strong attention to detail and ability to identify issues under time pressure.
• High resilience with the ability to manage large case volumes and difficult interactions professionally.
• Ability to complete required certifications for each support queue before handling live cases.

Responsibilities

• Provide exceptional customer support through email and chat with professionalism, empathy, and urgency.
• Resolve inquiries from start to finish, ensuring a positive impression.
• Identify recurring trends and suggest long-term improvements.
• Collaborate with Operations, Product, and Engineering to resolve issues and improve processes.
• Contribute to knowledge articles and self-service resources to improve the customer journey.

Skills

Communication skills

Customer-focused

Time management

Problem solving

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Word

Excel

PowerPoint

Outlook

Job description

VXI is seeking a Customer Support Specialist, Chat and Email (Level 2) to deliver exceptional service and create positive customer experiences. This 100% onsite role in Morrow, GA, requires strong communication, ownership of outcomes, and a proactive approach to improving support processes.

The role emphasizes empathy, accuracy, and professionalism while managing multiple priorities through email and chat channels.