Job Description

Position Summary

A leading digital product marketplace is seeking Live Chat Customer Service Agents to join its growing remote support team. This is a fully remote role that offers $25–$35 per hour and does not require any prior experience or a college degree. You’ll handle real-time customer interactions via live chat and email—no phone calls involved. With paid training, flexible hours, and global hiring, this position is ideal for anyone looking to start a legitimate online job with growth potential and full support.

About the Role

The client is a global platform where users purchase downloadable software, online subscriptions, and virtual tools. As a Live Chat Customer Service Agent, you’ll help customers complete purchases, troubleshoot access issues, explain subscription features, and resolve billing disputes—all through chat and email. The job is structured, with clear templates and standard operating procedures. You’ll receive full training, work independently, and contribute to a customer experience that’s smooth, fast, and friendly.

Key Responsibilities

Live Chat Coverage: Respond in real time to customer inquiries about order processing, subscription upgrades, login issues, and payment status.

Email Ticket Handling: Manage asynchronous support tickets related to account access, failed transactions, or refund requests. Use templates to ensure consistency and clarity.

Subscription Support: Assist customers with plan changes, cancellations, and refund eligibility based on outlined policy guidelines.

Account Troubleshooting: Guide customers through access issues such as password resets, browser compatibility problems, or device login conflicts.

Ticket Documentation: Accurately log all interactions, apply issue tags, and leave notes for escalations or follow-ups as needed.

Macro Utilization: Use and update templated responses in the support platform to improve speed and maintain message consistency.

Monitor Platform Status: Stay informed of real-time outages or product bugs using internal alerts and adjust communication accordingly.

Quality and Speed Compliance: Hit daily and weekly goals for average handle time, CSAT score, and first-response rate.

Participate in Team Threads: Use Slack or Notion to stay in sync with teammates, ask questions, and collaborate on case trends or customer feedback.

How Your Day Will Look

Start of Shift

Log in to the support system, check internal announcements for any known issues, and begin tackling queued email tickets. Monitor live chat notifications and prepare to go active as volume increases.

Mid-Shift

Manage 2–5 concurrent live chat conversations, switching between product inquiries, refund requests, and general account questions. Maintain tone, accuracy, and handling time standards.

End of Shift

Complete follow-up tickets, document any escalations, and leave handoff notes for the next team. Optionally, contribute to a team thread with suggestions or share feedback on repeat issues.

Required Qualifications

High school diploma or GED (no college required)

No previous customer support experience required—full training is provided

Fluent written English with proper grammar and tone

Typing speed of at least 40 words per minute

Reliable computer or laptop with stable internet

Basic tech literacy and willingness to learn new systems

Strong attention to detail and ability to follow structured processes

Comfortable working independently from home

Availability for at least 20 hours per week, including potential weekend shifts

Open to feedback and eager to improve

Detailed Skill-Building Tips for Success

Build Typing Confidence

Use tools like TypingClub or 10FastFingers to practice speed and accuracy. Live chat performance depends on quick, clean responses.

Master Macro Use

Get to know the internal macros quickly. The most efficient agents use templates as a base and modify them to feel personal and professional.

Tone and Empathy in Writing

Your words represent the brand. Use positive phrases (“Let’s get that fixed for you”) and avoid negative or robotic tones. Reading chat transcripts from top performers can help you model ideal language.

Time Management During Live Chats

Set up a second monitor or split your screen to manage chats, documentation, and internal guides efficiently. Use keyboard shortcuts for speed.

Adaptability and Curiosity

As you work more shifts, you’ll see repeat questions and unusual edge cases. Ask questions, take notes, and build your own cheat sheet of quick solutions.

Leverage Internal Tools

Use the help center and SOP library actively. Knowing how to find the right answer is more valuable than memorizing everything.

Onboarding Process with the Client

1. Submit Application and Resume

Apply through the provided link, upload your resume, and confirm your tech specs and availability.

2. Writing and Typing Test

Complete a short grammar-focused scenario test and a live typing assessment to verify your readiness.

3. Interview (Chat-Based or Pre-Recorded)

Answer a few written or asynchronous video questions to confirm your availability and communication style.

4. Paid Remote Training

Attend a 5-day onboarding series via Zoom or learning portal. Training includes roleplaying, platform walkthroughs, and workflow simulations.

5. Mentored Shifts

Complete 2–3 shifts with supervisor guidance. You’ll receive real-time feedback on tone, resolution quality, and typing performance.

6. Full Access and Schedule Assignment

After QA clearance, you’ll be assigned a shift block (part-time or full-time), gain full chat system access, and join ongoing team discussions and contests.

Company Culture

The client offers a collaborative, remote-first culture with a clear focus on personal growth. All support agents are considered frontline brand ambassadors and receive regular feedback, access to optional leadership development, and digital recognition for high performance. Monthly contests, Slack kudos, and internal spotlights make it easy to feel seen even while working remotely. Expect a transparent team culture built around shared success.

Alternative Benefits

Paid onboarding and skill development

Flexible scheduling (part-time or full-time)

No phone work—chat and email only

Internal promotions to QA, team lead, or training coordinator

Access to premium learning platforms (Udemy, Coursera)

Home office stipend after 30 days

Monthly CSAT bonus eligibility

Digital gift card rewards and team contests

Why This Opportunity is Perfect for You

If you want a legitimate remote job that pays well and doesn’t require phones, a resume full of experience, or a degree, this is one of the best options available. You’ll get full training, steady hours, and a respectful team culture that rewards great work. Whether you’re changing careers, starting fresh, or just want work you can do from anywhere, this live chat role offers everything you need to begin.

Frequently Asked Questions

Is experience required?

No. This is an entry-level position and training is fully provided.

Is this a phone job?

No. You’ll only handle written communication via live chat and email—no phone calls ever.

What hours are available?

Shifts are available 24/7. You can select days, nights, or weekends based on your availability.

Can I work internationally?

Yes. This position is open globally to candidates with stable internet and written English proficiency.

How do I apply?

Click “Apply Now” to begin. You’ll complete a short application and receive your next steps within 1–3 business days. Positions fill quickly, so apply today to secure your spot.

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