Live Chat Customer Service Representative

Careerscape is recruiting on behalf of our client, a growing retail company, for a Live Chat Customer Service Representative to join their remote support team. In this role, you will be the friendly, knowledgeable voice behind the chat window, helping shoppers with order questions, product details, returns, and troubleshooting during peak traffic hours. This is a great opportunity for someone who enjoys fast-paced problem solving and wants to build a career in customer support with a company that values clear communication and a positive customer experience.

Day to day, you will juggle multiple chat conversations at once, quickly pulling up order histories, policies, and product information to give shoppers accurate answers without making them wait. The best fit for this role is someone who types quickly, stays calm when chat volume spikes, and genuinely likes helping people solve problems. If you thrive in a busy, screen-based environment and take pride in leaving every customer better off than when they logged in, this role will feel like a natural fit.

Responsibilities

• Respond to multiple live chat conversations simultaneously during peak shopping hours
• Answer customer questions about orders, shipping, returns, and product details
• Troubleshoot account, payment, and website issues in real time
• De-escalate frustrated customers and resolve concerns with empathy and patience
• Document chat interactions accurately in the customer service platform
• Escalate complex issues to senior support staff or relevant departments
• Meet response time and customer satisfaction targets
• Identify recurring customer pain points and report trends to management
• Stay current on product catalog, promotions, and company policies
• Collaborate with teammates during high-volume periods to balance chat queues

Requirements

• High school diploma or equivalent required
• Prior customer service or retail experience preferred but not required
• Strong written communication skills with excellent grammar and typing speed
• Ability to multitask across several live chat conversations at once
• Comfortable working in a fast-paced, high-volume support environment
• Basic computer proficiency and ability to learn new software quickly
• Reliable internet connection and a quiet remote workspace
• Availability to work peak hours, including some evenings and weekends
• Positive attitude with a genuine desire to help customers

Benefits

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