Position Summary
A global e-commerce brand is hiring Remote Entry-Level Live Chat and Email Support Agents to provide exceptional, text-based customer service across multiple platforms. This fully remote position offers flexible hours and a competitive hourly rate of $25 to $35 based on shift preferences and productivity. No college degree or previous experience is required. You’ll receive full training, consistent support, and the opportunity to work from anywhere. If you’re detail-oriented, enjoy written communication, and want to start a real online job that values your time, this is your chance to join a fast-paced remote team.
About the Role
Our client is a top-tier direct-to-consumer brand that delivers household, lifestyle, and health-related products to customers around the world. With a focus on customer satisfaction and operational efficiency, they’re scaling their remote team to meet increasing support demand. As a Live Chat and Email Support Agent, your responsibilities include answering product-related questions, resolving post-purchase concerns, and guiding users through the customer journey—from browsing to checkout to post-delivery follow-up. All support is conducted through written communication—no phone work is involved.
Key Responsibilities
Respond to Live Chat Messages: Handle inbound customer chats in real-time, resolving common questions about orders, product details, and account settings. You’ll juggle multiple chats at once and be expected to respond quickly and clearly.
Manage Email Support Tickets: Write helpful, brand-appropriate email replies to customers dealing with delivery issues, returns, and refunds, while maintaining ticket resolution standards.
Follow Structured Support Workflows: Use the client’s help desk software (such as Zendesk or Gorgias) to guide each ticket to closure using macros, escalation tags, and internal documentation.
Troubleshoot Technical Issues: Help customers with browser-based checkout problems, login failures, and missing confirmation emails using written troubleshooting scripts.
Maintain Up-to-Date Product Knowledge: Review weekly product updates and internal Slack notes to ensure all answers are timely, relevant, and accurate.
Tag and Categorize Conversations: Apply internal tags and labels to each conversation to help generate accurate customer experience reports.
Identify Trends and Recurring Issues: Spot patterns in customer concerns and suggest fixes, updates, or help center articles to your team lead or documentation specialists.
Ensure Brand Voice Consistency: Match the company’s tone—helpful, conversational, and efficient—in all written communication.
Collaborate with Remote Team Members: Use shared documentation, team huddles, and asynchronous updates to stay connected with colleagues across time zones.
Hit Performance Benchmarks: Maintain chat speed, first-response time, ticket completion rate, and customer satisfaction targets set by the team.
How Your Day Will Look
Morning (or Local Start Time)
Log into the help desk software and review any unresolved tickets from the previous shift. Begin triaging your inbox while the chat queue begins to build. Expect to address customers asking about weekend orders, product availability, and checkout issues.
Midday
Volume peaks during mid-day hours. You’ll actively switch between email threads and live chats. Questions range from refund requests to damaged orders. You’ll collaborate in real-time with teammates using Slack or Notion, escalate complex issues, and use macros where appropriate.
Afternoon (Shift Wrap-Up)
You’ll finalize email replies, close out chats, and submit summaries on customer patterns or recurring problems. Use quiet periods to review new training modules or suggest new saved replies. Before logging off, update your shift handoff notes for the next team.
Required Qualifications
No degree or prior customer service experience necessary
Must be fluent in written English with excellent grammar and tone
Typing speed of 40+ WPM with a low error rate
Ability to multitask and manage several live chats at once
Comfortable navigating browser-based tools and help desk platforms
Self-motivated and disciplined in a remote work environment
Available for at least 20 hours per week (flexible schedule options available)
High school diploma or equivalent
Stable high-speed internet and a personal computer or laptop
Detailed Skill-Building Tips for Success
Typing Speed and Responsiveness
Practice on sites like 10FastFingers or TypingTest to improve your live chat efficiency. Your ability to type fast and accurately directly impacts customer satisfaction and ticket completion rate.
Product Knowledge Retention
You’ll receive access to a knowledge base with product details and updates. Bookmark key pages, study each product’s specifications, and stay current on promotions. This saves you time and boosts customer trust.
Communication and Tone
Use warm, human language even when solving technical problems. Replace robotic phrases with conversational alternatives: “Let me check that for you right now” is better than “Please wait while I verify.”
Managing Workload and Multitasking
Organize your tabs and saved replies so you can access templates without delay. Prioritize based on urgency and escalate when necessary. Dual monitors help but are not required.
Staying Focused and Calm
Take short breaks, hydrate, and stretch to avoid burnout during longer shifts. Use Slack to check in with teammates or request backup during heavy volume surges.
Continuous Improvement
Review feedback from team leads or QA reviewers weekly. Watch short tutorials, complete voluntary training, and proactively ask questions to stay ahead.
Onboarding Process with the Client
Step 1: Application Submission
Apply online and complete a quick intake form that includes availability and system requirements. Be sure to submit an up-to-date resume.
Step 2: Written Evaluation
You’ll complete a short set of sample chat and email responses to measure tone, clarity, and problem-solving skills.
Step 3: Typing Assessment
A 5-minute typing test will measure your speed and accuracy under pressure. You’ll be expected to hit at least 40 WPM.
Step 4: Paid Virtual Training
Accepted applicants begin a structured 4–6 day training program that includes tools walkthroughs, customer persona briefs, and hands-on ticket simulations.
Step 5: Mentored Live Shifts
New agents begin their first 2–3 shifts under supervision. Feedback is given in real time as you handle real chats and emails.
Step 6: Full Role Access
Once you pass internal QA and complete onboarding milestones, you’ll be granted independent shift assignments and access to all macros, tools, and team comms.
Company Culture
The client prioritizes work-life balance, autonomy, and inclusion. Remote team members receive equal recognition, regardless of time zone. Support agents are celebrated regularly for exceeding metrics and improving customer experience. Collaboration occurs through Slack, Loom videos, and Notion dashboards. Micro-bonuses, peer-nominated awards, and internal shoutouts foster a culture of recognition and appreciation. If you enjoy working from home, solving problems, and contributing to a larger mission, you’ll thrive here.
Alternative Benefits
Set-your-own-schedule flexibility within a global team
Paid onboarding, training, and mentorship
Access to internal learning platforms with certification tracks
Home office stipend (available after 30 days)
Monthly bonuses for CSAT, chat speed, or innovation contributions
Digital gift card raffles and contest rewards
Mental wellness reimbursement fund
Annual performance reviews tied to raises and promotion eligibility
Why This Opportunity is Perfect for You
If you’re looking for a non-phone, flexible remote job that pays well and doesn’t require experience or a degree, this is one of the best options available. You’ll get hands-on training, a clear success plan, and the ability to grow your career from wherever you are. You’ll help real customers, work with a professional team, and enjoy the stability of a consistent schedule—all while working from home.
Frequently Asked Questions
Is this job available worldwide?
Yes. As long as you have reliable internet and can commit to scheduled hours, you can apply from most countries.
Do I need a degree or past experience?
No. We provide full training and welcome applicants from all backgrounds.
Is phone support involved?
No. This is a chat and email-only role. No calls, no teleconferencing, and no cold outreach.
What hours will I be required to work?
You’ll select your preferred hours during onboarding. The role supports multiple shifts across global time zones, including nights and weekends.
What’s the training like?
Training is paid, remote, and hands-on. You’ll learn tools, ticket structure, and brand guidelines through live sessions and recorded modules.
How to Apply
Click “Apply Now” to start your application. Submit your resume, complete the intake form, and begin your journey into the remote workforce. Our team reviews applications daily, and spots fill fast. Start earning from home—no experience required.
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