About the role
We’re looking for a friendly, organised person to join our customer support team. As a Live Chat Support Agent, you’ll be the first point of contact for our customers, answering their questions via chat and phone, helping them get the most out of our platform, and building genuine relationships along the way. You’ll work alongside an experienced team member who will mentor you, and you’ll help us understand what our customers need so we can keep improving.
What you’ll do
Customer engagement:
Answer inbound messages, emails, and calls from customers with questions about the platform
Make friendly outbound calls to customers who haven’t yet fully activated their accounts or explored available tools
Help customers understand how key features work, pricing structures, and how our tools can benefit their business
Triage and prioritise cases—escalating complex issues to senior team members when needed
Track customer progress and follow up to keep them moving forward
Build real relationships:
Have genuine, unhurried conversations with customers about their business, what’s working, and what frustrates them
Handle concerns and objections calmly and honestly
Be someone customers enjoy hearing from
Flag trends and customer feedback to your manager
Learn and represent the platform:
Develop a solid understanding of the platform’s tools and features so you can explain them confidently
Participate in call shadowing and role-play during onboarding
Share customer feedback and recurring themes with your team
What success looks like
Approximately 50% outbound customer activation calls, 20% inbound customer support, 20% other customer-related tasks, and 10% team and community activities.
Skills/background needed
Required:
Comfort and confidence speaking on the phone
Strong listening skills and genuine curiosity about people
Ability to stay calm and professional when handling concerns or pushback
Self-motivated and able to manage your own time in a remote environment
Organised, collaborative, and willing to learn from experienced teammates
Comfortable working in a changing environment and self-directing when needed
Ability to spot patterns and report insights to your manager
Quick learner who adapts well to new tools and processes
Preferred:
Previous experience in a customer-facing role such as account management, customer success, or sales
Familiarity with platform or marketplace business models
Experience in a fast-paced startup environment
Willingness to learn and use new software tools
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Permanent, full-time
Location: Fully remote – work from home anywhere
Benefits:
Retirement plan contributions
Health insurance
Paid time off
Full training provided
Mentorship from experienced team members
Opportunities for growth as you develop your skills
Ready to get started? Submit your application below.