E-Commerce Chat Support Associate

Careerscape is recruiting on behalf of our client, a fast-growing online retail brand, for a Remote E-Commerce Chat Support Associate to join their customer experience team. In this role, you will be the friendly voice behind the chat window, helping shoppers navigate checkout, track orders, and resolve issues in real time so every visit turns into a great experience and a loyal customer.

Day to day, you will juggle multiple live chat conversations, troubleshoot payment and shipping hiccups, and turn frustrated moments into positive outcomes with patience and a positive attitude. This role is a great fit for someone who types quickly, communicates clearly in writing, enjoys solving problems, and thrives in a fast-paced, fully remote environment where no two conversations are exactly the same.

Responsibilities

• Respond to incoming customer chats regarding orders, shipping, and checkout issues
• Assist shoppers in real time to complete purchases and resolve cart or payment errors
• Track and update order status, returns, and exchanges in the order management system
• Escalate complex billing or fraud concerns to the appropriate internal team
• Maintain accurate records of customer interactions in the help desk platform
• Meet daily and weekly targets for response time, resolution rate, and customer satisfaction
• Identify recurring issues and share feedback with the operations and product teams
• Educate customers on promotions, loyalty programs, and self-service account tools
• Handle multiple simultaneous chat conversations while maintaining quality and accuracy
• Follow brand voice and tone guidelines in all written customer communication

Requirements

• High school diploma or equivalent required
• Prior customer service, retail, or chat support experience is a plus but not required
• Excellent written communication skills with strong grammar and spelling
• Ability to type at least 40 words per minute accurately
• Comfortable multitasking across several chat conversations at once
• Basic familiarity with online shopping platforms and order tracking
• Reliable high-speed internet connection and a quiet home workspace
• Availability to work scheduled shifts including some evenings or weekends
• Strong problem-solving skills and a calm, patient demeanor under pressure

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling options
• Home office stipend for equipment and internet
• Paid training and onboarding program
• Opportunities for career growth into senior support or team lead roles
• Employee discount on client products
• Wellness and mental health resources
• Collaborative, supportive remote team culture