Chat Support Representative

There's a difference between someone who answers a chat and someone who actually solves the underlying problem. If you're the second kind, keep reading. We're hiring a Remote Chat Support Representative to join a fully distributed team supporting clients across Canada. The work happens entirely online — no office, no commute — but the standard for how customers get treated stays high. What the job actually involves You'll be managing several live chat conversations at once, often for different clients with different products. One minute you're walking someone through a login issue, the next you're calming down a customer who's frustrated about a billing error. The job asks for patience, quick thinking, and writing that doesn't sound like it came from a template. Handle multiple simultaneous chat conversations without losing accuracy or tone Learn each client's products well enough to answer confidently, not vaguely Troubleshoot account, billing, and technical issues, and explain the fix clearly Write responses that are correct, warm, and free of typos Escalate anything beyond your scope to the right team, and keep the customer updated in the meantime Notice patterns in recurring issues and pass that feedback along — it genuinely gets used Who we're hoping to find Education requirement: a High school diploma or equivalent at minimum. A Bachelor's degree is welcome but not required for this role. Experience requirement: at least 12 months of remote customer support experience. Live chat is a plus, but candidates from phone or email support are considered as well, as long as the writing skills are there. Beyond that, here's what tends to make someone succeed in this seat: Written English that's clean, natural, and doesn't read like it was copy-pasted Working knowledge of chat tools like Zendesk or Intercom An ability to stay organized across several open conversations at once A level head when a customer is upset — de-escalation, not defensiveness A quiet, reliable home setup with stable internet Bonus points if you've also worked with CRM systems, used AI-assisted chat suggestions before, supported SaaS or e-commerce customers, or you're comfortable in Google Workspace for day-to-day team communication. Why the tools matter less than you'd think You'll spend your shift inside Zendesk or Intercom, with a CRM and internal dashboard open alongside it for account context. The knowledge base is built to be searched quickly, not read cover to cover. None of that replaces judgment, though — the software gives you information, but how you use it in a real conversation is on you. The team you'd be joining This is one of the areas Naukri Mitra hears about most from client companies: they want support that feels human, not scripted, and that's the bar this team works toward daily. The team is spread across several provinces. Some people work from home offices, some from co-working spaces, a few from wherever has decent Wi-Fi that week. Shift handoffs happen through quick written notes. Coaching usually happens in the moment, rather than being saved up for a formal review months later. A note on pace Some shifts are quiet. Others aren't. The job asks you to handle both without your response quality dropping when things get busy. Pay and benefits $49,235 annual salary Flexible scheduling within a remote-first structure Paid time off, including statutory holidays Health coverage A learning budget for courses or certifications relevant to the role Quarterly team retreats, a mix of virtual and in-person A defined path toward senior support, QA, or team lead positions for people who want to grow into them What good performance looks like After a few months, you should be resolving most issues on the first exchange rather than passing them back and forth. Customers should be thanking you, not just closing the chat. And your teammates should be the ones asking how you handled a particularly messy conversation — because that means you're doing something right. How to apply Send in your application along with a short note about your remote support background — what you handled, what tools you used, what kind of issues you're comfortable resolving on your own. Our hiring team reviews applications on a rolling basis and will follow up directly with next steps. Applicants across Canada are welcome, and candidates from other countries may also be considered depending on current role availability. If you'd rather solve a real problem than read from a script, this is worth a look.