Remote E-commerce Chat Support Specialist

Frustration, Meet Your Match—Turn Moments Into Loyalty

Ever notice how a single chat can make or break someone’s day? Some see a string of tickets. You see people—a shopper stuck at checkout, a parent worried about a late birthday gift, a college kid ordering from their first paycheck. That’s why the words you type matter. Around here, the right conversation isn’t just helpful. It’s unforgettable. And when you’re the first voice customers hear, you’re also the reason they come back.

Here’s Where You’ll Really Make a Difference

If you’ve ever fixed a problem for someone who started out frustrated and ended up smiling, you know the feeling. It’s addictive! Most of what you do happens in real time: replying to questions, solving shipping hiccups, clearing up product confusion, or just being the calm, confident guide that makes someone’s day easier. Not every answer will be easy—but every chat is a fresh start.

How You’ll Shape the Experience—One Chat at a Time

Start With Empathy, End With Trust

• Sometimes, you’ll sort out a delivery snafu; sometimes, you’ll help someone discover the perfect product. Either way, you show up with empathy, clarity, and the confidence to make things right.
• Some customers want a quick fix, while others require a little extra attention. You’ll know when to speed things up and when to slow down, so nobody feels like just another number.

You’re the Feedback Loop

• When three people ask about the same product, let us know. Your notes help shape how we do things—what gets featured, what needs explaining, and what gets fixed before it becomes a bigger issue.
• Your perspective helps us avoid missing the little things that make a big difference.

It’s About People, Not Just Policies

• Policies are handy, but you know when to bend, improvise, or check with a teammate to get a solution that feels right.
• Dealing with refunds, returns, or a dissatisfied customer? You do it in a way that turns the conversation around—and sometimes, even earns a thank you.

Details Matter (But So Does Heart)

• Spotted a trend in the chat queue? Saw a typo in our promo? You say something, and we all get better together.
• No one’s keeping score on speed alone. Accuracy, warmth, and a little bit of humor go a long way.

What Makes You Shine in This Role

You Get People

• Some folks can rattle off scripts. You read between the lines, spot when someone’s upset, and help them feel understood—whether you’re using Zendesk, Gorgias, or Intercom, or just plain intuition.

Remote Life Isn’t New To You

• Home office, favorite café, beach hut—your workspace is wherever you feel focused. You know how to check in, get help, or give a quick update on Slack or Zoom. You’re comfortable in your own company, but never feel isolated.

Details and Patterns

• One offhand comment from a customer? You notice. Multiple similar complaints? You flag them before they become a trend.

More About You

• Maybe you’ve handled e-commerce chats before, but what matters most is how you respond when someone’s stressed or unsure. If you can remain calm and connect with a customer—no matter where you are—you’ll excel here.

What It’s Like to Be Part of Our Team

Choose Your Office

• Whether you’re at home, in a co-working space, or anywhere with reliable Wi-Fi, you’re part of our virtual crew. You’ll get real-time support and friendly check-ins, but you’ll never be micromanaged.

Collaboration Without Walls

• We share what works, what doesn’t, and how we can get better. If a teammate solves a tough problem, they’ll share the solution so everyone can learn.

Tools for the Job

• We work with Zendesk, Gorgias, Intercom, Shopify, WooCommerce, Slack, Loom, Google Workspace, and a few in-house systems. If you’ve used some of them before, you’re off to a great start.

Growth Isn’t Just a Buzzword Here

Real Support for Your Growth

• You’ll have access to quick coaching sessions, peer Slack channels, and on-demand training—plus encouragement to bring your own ideas to the table.
• The best ideas often come from people talking to customers every day. If you see a way to make something better, you’ll be the first person we ask.

A Moment That Stuck With Us

Last holiday season, someone messaged in a panic—gift delayed, big disappointment. Our chat specialist checked with the warehouse, set up a surprise upgrade, and hand-wrote a card. A week later, the customer replied, “I’ve never felt so looked after shopping online.” We’re not just solving problems. We’re building memories.

Ready To Make a Difference Remotely?

If you get excited about making someone’s day better (even if you never meet them in person), and you want the freedom to work from anywhere, we’d love to meet you. Your next big impact could start with one great conversation.

Compensation and What’s Ahead

$59,408 per year, plus performance-based recognition and room to grow. How far you go is up to you.

Remote opportunity with global reach — applications are welcome from candidates in any country.