Remote Chat Support Specialist — Full-Time

Talentoma; Michigan; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Job summary

Talentoma is hiring a fully remote Chat Support Agent based in the United States, focused on delivering accurate answers and complete notes through chat and email. The role operates within the support team under a team lead, collaborating with internal colleagues to ensure dependable customer care.

The position requires a 40-hour weekly commitment with varying shifts. Candidates should be comfortable with a remote setup, familiar with tools like Kustomer, Copper, Drift, Airtable, Asana, and

Qualifications

• Ability to write clear, courteous, and accurate responses for customers with varied questions and levels of product familiarity.
• Familiarity with customer support workflows, including chat conversations, email responses, service tickets, and follow-up activities.

Responsibilities

• Monitor assigned chat, email, and service ticket queues to respond to incoming customer questions in a timely, professional manner.
• Confirm customer details, review prior interaction notes, and identify the purpose of each request before providing guidance.
• Explain available product or service information using approved support resources and current team guidance.
• Create and update customer interaction notes in a support platform such as Kustomer, including actions taken and next steps.
• Use a live chat such as Drift to manage active conversations, maintain context, and close interactions when questions are resolved.
• Review customer history in a CRM such as Copper to provide consistent assistance and avoid asking customers to repeat information.
• Enter organized tracker updates in a spreadsheets and data entry tool such as Airtable for team visibility and follow-up coordination.
• Follow up on unresolved questions through the appropriate queue and elevate complex concerns to the customer service team lead.
• Review service feedback in a survey such as SurveyMonkey and share recurring themes with the support team for discussion.
• Track assigned follow-up activities in a project management tool such as Asana and maintain clear status notes for internal partners.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, and appropriate follow-up on open customer needs.

Skills

Clear written communication

Learn new support tools

Education

High school diploma or equivalent

Tools

Kustomer

Copper

Drift

Airtable

Asana

SurveyMonkey

Job description

Talentoma is hiring a fully remote Chat Support Agent based in the United States, focused on delivering accurate answers and complete notes through chat and email. The role operates within the support team under a team lead, collaborating with internal colleagues to ensure dependable customer care.

The position requires a 40-hour weekly commitment with varying shifts. Candidates should be comfortable with a remote setup, familiar with tools like Kustomer, Copper, Drift, Airtable, Asana, and