About the role
We’re looking for a customer-focused Live Chat Support Agent to join our growing support team. You’ll be a key member of our Customer Experience organization, helping deliver exceptional support to customers across chat, phone, and email. Every interaction matters—you’ll ensure customers receive timely, accurate, and empathetic responses.
This is a fast-paced support role where you’ll manage multiple live chat conversations simultaneously, support customers across different channels, and continuously look for ways to improve both efficiency and the customer experience. You’ll work toward clear performance metrics and service level agreements while maintaining high-quality interactions.
As customer demand varies throughout the day and week, flexibility is important. This role may require schedules that align with business needs, including earlier start times, evenings, holidays, or weekend coverage.
What you’ll do
• Deliver exceptional customer support across chat, phone, and email, providing a seamless experience regardless of channel
• Manage multiple live chat conversations simultaneously while maintaining accuracy, empathy, and high-quality interactions
• Meet established productivity expectations, service level agreements, and quality metrics
• Learn and become an expert on products, internal systems, and workflows, using available resources to build knowledge and solve problems independently
• Research and resolve customer issues using available tools and documentation, while knowing when to collaborate or escalate complex cases
• Partner with other teams to advocate for customers and resolve issues
• Identify recurring customer trends and opportunities for process improvements
• Use available tools and technologies to improve research, documentation, communication, and personal productivity
• Contribute to maintaining and improving internal knowledge documentation and support resources
• Be an active contributor to a collaborative, high-performing support team
About you
• You genuinely enjoy helping people and creating exceptional customer experiences
• You thrive in a fast-paced environment where priorities shift throughout the day
• You’re comfortable supporting customers across chat, phone, and email and can confidently switch between channels
• You can manage multiple live chat conversations simultaneously while maintaining quality and attention to detail
• You’re comfortable working toward measurable productivity goals, quality standards, and customer satisfaction metrics
• You communicate clearly and professionally in both written and verbal conversations
• You’re highly organized, detail-oriented, and excel at managing competing priorities
• You’re eager to learn, enjoy exploring new systems, and quickly become proficient with technical products
• You’re curious and open to experimenting with new tools to help you research, solve problems, improve workflows, and work more effectively
• You’re adaptable and willing to work schedules that align with business needs, including occasional early mornings, evenings, holidays, or weekends
• You’re resourceful and self-directed: you know how to use documentation, tools, and internal resources to find answers independently, while collaborating when needed
Skills/background needed
• Customer-facing support experience in a fast-paced environment (no specific years required—we provide full training)
• Ability to support customers across phone, chat, and email channels
• Ability to manage multiple live chat conversations while maintaining excellent customer service
• Strong verbal communication skills and comfort speaking with customers over the phone
• Excellent written communication skills with exceptional attention to detail
• Ability to prioritize work effectively, stay organized while managing multiple tasks, and find answers using available tools before escalating
• Comfort working in a performance-based role where success is measured by productivity, service levels, and quality
• Experience with customer support platforms, Google Workspace, and team communication tools
Bonus skills
• Previous experience in a startup or high-growth company environment
• Experience in fintech, payments, HR technology, benefits administration, banking, or regulated industries
• Experience using or strong curiosity about using new tools to improve workflows, research, communication, and problem-solving
• Experience identifying opportunities for operational improvements and process optimization
• Familiarity with workforce management concepts such as staffing, scheduling, or service levels
• Bilingual or multilingual abilities
• Passion for continuous learning
Contract length
Permanent, full-time
Rate
Competitive entry-level pay, details shared upon application.
Location
Open to applicants worldwide.
What we offer
• Full training provided to help you succeed in the role
• Opportunities for growth and career development
• Supportive, collaborative team environment
• Flexible work arrangements and paid time off
• Health and wellness benefits
• Professional development support
We are an equal-opportunity employer committed to building a diverse and inclusive team.
Ready to get started? Submit your application below.