Live Chat Support Specialist

Live Chat Support Specialist — Remote (United States)

About The Opportunity

A fast-growing technology company operating in the SaaS / Customer Experience & Support Solutions sector. We build cloud-native support tools and integrations that help businesses deliver fast, personalized customer service at scale. We're hiring a US-based remote Live Chat Support Specialist to deliver exceptional chat-first customer experiences and drive high CSAT.

Role & Responsibilities

• Respond to inbound customer inquiries via live chat channels—diagnose issues, provide clear solutions, and close conversations within SLA targets.
• Create and update support tickets in the CRM, capture accurate case data, and follow escalation workflows for complex issues.
• Collaborate with product and engineering teams to reproduce bugs, document steps, and track resolution progress.
• Maintain and improve knowledge-base articles, canned responses, and chat templates to reduce handle time and increase self-service adoption.
• Use chat analytics and customer feedback to identify trends, propose process improvements, and help reduce repeat contacts.
• Deliver a consistent, professional tone and uphold quality metrics (CSAT, first contact resolution, response time) in a high-volume chat environment.
  
  

Skills & Qualifications

Must-Have

• Proven experience in live chat or digital customer support roles (US-based remote experience preferred)
• Proficiency with one or more chat/ticketing platforms: Zendesk, Intercom, LiveChat, Freshdesk, or Salesforce
• Strong ability to triage via chat and perform chatbot handovers/escalations when needed
• Experience creating and maintaining knowledge base content and canned responses
• Reliable home office setup with stable internet and ability to work US time zones
• Clear written English and high typing accuracy for fast, professional chat handling
  
  

Preferred

• Familiarity with CRM workflows in Salesforce
• Experience using analytics to improve support KPIs (CSAT, FCR, AHT)
• Prior exposure to AI/chatbot-assisted triage tools
  
  

Benefits & Culture Highlights

• Fully remote, US-only role with flexible scheduling and paid onboarding/training.
• Career growth into senior support, knowledge management, or customer success tracks.
• Collaborative, metrics-driven culture focused on continuous improvement and customer empathy.
  
  

Keyword-rich hiring signals: live chat support, chat agent, chat support specialist, customer support, remote US, Zendesk, Intercom, Freshdesk, Salesforce, knowledge base, CSAT, SLA adherence.

Skills: salesforce,zendesk,freshdesk,intercom