Online Customer Chat Agent

Careerscape is recruiting on behalf of our client, a fast-growing subscription services company based in Austin, TX, for an Online Customer Chat Agent to support customers across the US through live chat. This is a fully remote, entry-level opportunity for someone who loves solving problems in real time and wants to build a career in customer experience with a company that values clear communication and a genuine helpful attitude.

Day to day, you will spend your shift chatting directly with customers, answering questions about subscriptions, billing, and account access, and helping them get the most out of their membership. The best fit is someone who types quickly and clearly, stays calm when juggling multiple conversations at once, and takes real satisfaction in turning a confused or frustrated customer into a happy one before the chat ends.

Responsibilities
  • Respond to inbound customer chats promptly and professionally
  • Answer questions about subscription plans, billing, and account features
  • Troubleshoot login, payment, and account access issues in real time
  • De-escalate frustrated customers and resolve concerns with empathy
  • Document chat interactions accurately in the CRM system
  • Manage multiple live chat conversations simultaneously
  • Identify upsell and retention opportunities during customer conversations
  • Escalate complex issues to the appropriate team when needed
  • Meet daily and weekly performance targets for response time and satisfaction
  • Stay current on product updates, promotions, and policy changes
Requirements
  • High school diploma or equivalent required
  • Excellent written communication and grammar skills
  • Ability to type at least 45 words per minute accurately
  • Comfortable multitasking across several chat windows at once
  • Reliable home internet connection and a quiet remote workspace
  • Prior customer service or chat support experience is a plus but not required
  • Basic proficiency with CRM or help desk software
  • Ability to stay calm and professional under pressure
  • Availability to work scheduled shifts, including some evenings or weekends
Benefits
  • Medical, dental, and vision insurance
  • 401k plan with company match
  • Paid time off and paid holidays
  • Fully remote position with flexible scheduling options
  • Home office equipment stipend
  • Paid training and onboarding
  • Opportunities for career growth into senior support or team lead roles
  • Employee wellness and assistance program
  • Monthly virtual team-building events
  • Performance-based bonus opportunities

Remote

Skills:
Billing, Communication Skills, Customer Escalations, Customer Experience, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Retention/Renewal, Customer Support/Service, Dental Insurance, Employee Assistance Plan, Help Desk Software, Identify Issues, Multitasking, Office Equipment, Onboarding, Online Chat, Problem Solving Skills, Resolve Customer Issues, Team Lead/Manager, Up-Selling, Vision Plan, Writing Skills


Careerscape



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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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