Remote Chat Operator (Non-Adult Platforms Only)

Step into a Role Where Every Word Matters

Conversations are at the heart of customer experience—and you're about to become the heartbeat. As a Remote Chat Operator, you won't just respond to queries; you'll create clarity, offer reassurance, and craft moments of connection through every message you send. This role is tailor-made for someone who believes that thoughtful dialogue can turn frustrated users into loyal fans. Your keyboard becomes your voice, and your voice? It's authentic, impactful, and always customer-first.

What Success Looks Like in This Role

You'll handle real-time chat inquiries across various non-adult digital platforms—from eCommerce customer support to community moderation and helpdesk triage. But you're not just here to type responses. You're here to:

• Diffuse tension by understanding tone, even when there’s no voice behind it
• Spot patterns in user behavior and elevate them to the product or support team
• Provide clear resolutions while preserving brand tone and warmth
• Translate knowledge base articles into personalized, human replies

Think of yourself as a conversational strategist. Whether you're helping someone reset their password or guiding them through a digital product, you’re shaping how customers perceive the brand.

Responsibilities That Drive Impact

• Deliver fast, friendly, and flawless live chat support across platforms, including Intercom, Zendesk, and Crisp.
• Troubleshoot common customer pain points and offer solutions that reduce follow-up contact
• Proactively flag recurring issues and contribute insights to improve documentation and workflows.
• Manage multiple simultaneous chats without sacrificing quality, empathy, or response accuracy.
• Use internal tools to document conversations and escalate complex issues to the right teams.
• Stay updated on feature changes, policy adjustments, and user trends—so your replies are always spot-on.

You're not ticking boxes. You're designing moments. Every message is a mini-experience with ripple effects that build loyalty and retention.

Your Day-to-Day Experience

Expect a fast-moving but deeply human environment. Your day might include:

• Handling a high volume of live chats with empathy and efficiency
• Participating in virtual stand-ups with the support team to sync on priorities
• Reviewing updated policy notes or platform guidelines in Notion
• Attending skill-building sessions on topics like digital tone or accessibility in messaging
• Offering backup coverage for community moderation on platforms like Discord or Slack

We move quickly, but we make space for focus. You'll have time to dive into thoughtful conversations without feeling overwhelmed by the volume.

Tools You’ll Master

Your digital toolbox includes:

• Zendesk – for ticketing, live chat, and knowledge base references
• Slack – for internal syncs and escalation chats
• Notion – for policy updates, chat templates, and process documentation
• Grammarly – to ensure tone and clarity stay aligned with brand expectations
• Crisp or Intercom – for engaging with users in real-time

Don’t worry if you haven’t used all these tools—what matters is your ability to learn fast and adapt even quicker.

The Qualities That Set You Apart

• You simplify complex ideas—whether it's over chat or through a help doc suggestion.
• You’re curious: when a user asks something new, you don’t panic—you investigate
• You embrace repetition as an opportunity to refine, not as a drain on your energy.
• You’re emotionally intelligent: you understand that urgency and tone often matter more than just getting the answer right.
• You're self-driven in a remote environment yet deeply collaborative

And when challenges arise, you’re not afraid to ask questions or challenge assumptions. You don’t just work inside a script—you help us improve it.

Qualifications & Experience

• 1+ years of live chat or customer service experience (remote preferred)
• Exceptional written communication—your grammar, clarity, and tone are second nature
• Experience supporting SaaS, marketplace, or eCommerce platforms is a strong plus
• Ability to manage at least 3–5 concurrent chats while maintaining tone and accuracy
• Familiarity with chat macros, knowledge bases, and CRM tools
• Confident navigating varied time zones and comfortable engaging with people from different cultural contexts

More than your resume, we care about your mindset. If you're passionate about people and powered by purpose, this could be your next big step.

Work Environment & Schedule

• Fully remote—work from anywhere with a stable internet connection
• Flexible hours with rotating weekend or holiday shifts depending on business needs
• Asynchronous check-ins for daily briefings and weekly feedback loops
• Monthly team retrospectives and optional virtual hangouts

We believe flexibility fuels performance. Your work matters, not your clock-in time. What counts is consistency, quality, and care.

Growth Path & What’s Ahead

This role is designed to be a springboard. Whether you're passionate about support ops, training, knowledge design, or even product research, there’s room to evolve. We’ll offer:

• Access to mentorship and feedback loops
• Monthly skill development stipends
• Clear promotion tracks into QA, CX strategy, or operations

You’ll never wonder what’s next—we’ll chart it together.

Compensation & Perks

• Annual Salary: $58,500
• Internet and remote work stipend
• Wellness reimbursements for mental and physical health tools
• Paid time off and floating holidays
• Performance-based bonuses and milestone recognition

Superb support work should feel rewarding, not just emotionally but financially as well. We're committed to making that a reality.

Ready to Make Your Words Count?

If you thrive in a role where empathy meets efficiency and where every message creates a meaningful impact, we’d love to hear from you. Your insights will shape the experience of thousands of users who receive support.

Let’s build something purposeful together—apply today.