Remote Live Chat Support- Work From Home

Burjline Builders • Kansas City, MO

2d • $19 - $29 • Remote

About The Position

Join our dynamic, fully remote customer support team as a Live Chat Support Representative! In this exciting role, you'll provide real-time, text-based assistance to customers from the comfort of your home office. You'll have the opportunity to resolve issues, answer questions, and create outstanding service experiences that make a difference. With our remote-first approach, you can work from anywhere in the world, as long as you have a reliable internet connection. Embrace the freedom and flexibility of this role while making a positive impact on our customers!

Requirements

• 6+ months of customer service experience (retail, call center, hospitality, or chat)
• High school diploma or equivalent
• Typing Minimum 45 WPM with 95%+ accuracy
• Exceptional written English; clear, grammatically correct, conversational tone
• Comfortable navigating multiple browser tabs and software applications simultaneously
• Flexible schedule including weekends, evenings, or holidays as needed
• Dedicated Workspace: Quiet, private area with a door that closes to minimize distractions
• Internet: Minimum 25 Mbps download / 5 Mbps upload speed
• Hardwired Ethernet connection strongly preferred
• Stable, low-latency connection required
• Computer: Windows 10+ or Mac OS 10.15+
• Minimum 8GB RAM, 256GB storage
• Updated antivirus software
• Private, password-protected Wi-Fi network (no public/shared networks)
• Ability to install company security software/VPN
• Secure storage for any physical materials or equipment
• Understanding of data privacy requirements (GDPR, CCPA compliance)

Nice To Haves

• Previous live chat or remote customer service experience
• Familiarity with help desk software (Zendesk, Freshdesk, Intercom, LiveChat)
• Experience with CRM platforms (Salesforce, HubSpot)
• Bilingual or multilingual capabilities
• Technical troubleshooting experience (SaaS, e-commerce, or tech products)
• Previous remote work experience with demonstrated self-discipline

Responsibilities

• Engage with customers via a live chat platform in real-time with professional, friendly communication.
• Handle multiple concurrent chat sessions (typically 3–5 chats simultaneously).
• Respond to inquiries within established time benchmarks (average response time: under 30 seconds).
• Resolve customer issues efficiently while maintaining a high satisfaction score.
• Troubleshoot technical and account-related problems using knowledge base resources.
• Process orders, returns, refunds, and account changes as authorized.
• Identify and escalate complex issues to appropriate specialized teams.
• Follow up on unresolved tickets to ensure customer satisfaction.
• Accurately document all customer interactions in the CRM/ticketing system.
• Adhere to company policies, procedures, and quality standards.
• Maintain customer data privacy and security protocols.
• Meet or exceed key performance indicators (KPIs) including: Customer Satisfaction Score (CSAT): 90%+, Average Handle Time (AHT): Target varies by issue complexity, First Contact Resolution (FCR): 75%+, Quality Assurance Score: 85%+.
• Participate in virtual team meetings and training sessions via video call.
• Communicate with supervisors and teammates through Slack/Teams.
• Stay updated on product changes and policy updates through remote channels.
• Contribute to knowledge base improvements and team feedback.

Benefits

• Hourly Rate: $19–$29/hour (based on experience, location, and shift differentials)
• Shift Premiums: Additional pay for evening, overnight, and weekend shifts
• Performance Bonuses: Monthly incentives for exceeding KPIs
• Home Office Stipend: $500–$800 for ergonomic equipment and setup
• Monthly Internet Allowance: $50–$75 toward internet costs
• Equipment Option: Choose a company-provided laptop or use your own + stipend
• Flexible Scheduling: Self-select shifts based on availability (business needs permitting)
• Health, dental, and vision insurance (full-time, 30+ hours/week)
• Mental health support through the Employee Assistance Program (EAP)
• Paid time off and sick leave
• Paid training and ongoing professional development
• Virtual team-building events and remote social activities
• Recognition programs and peer appreciation platform
• Clear advancement paths: Senior Agent → Team Lead → Supervisor → Manager
• Access to remote work best practices training

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED