Role Overview
An internationally recognized digital services company is looking to hire a Remote Email and Chat Support Representative. This entry-level role offers hourly pay between $25 and $35 and requires no previous customer service experience or educational qualifications beyond a high school diploma. This is a fully remote position with flexible hours, paid onboarding, and career development support. You’ll be working in a non-phone environment, assisting customers exclusively through live chat and email platforms.
The Client & What You’ll Be Doing
The client is a growing digital brand specializing in online productivity tools and subscription services. With thousands of users logging in from around the globe every day, the platform requires a dedicated team of support reps who can handle real-time chat and email interactions with professionalism and empathy. Your role will be to guide users through account access issues, subscription management, billing concerns, and platform usage—all from the comfort of your home. You’ll use internal documentation, help desk tools, and communication channels like Slack to stay aligned with your team and help customers succeed.
Primary Job Tasks
Handle Real-Time Live Chat: Respond to users who reach out for help with login errors, subscription changes, or feature questions.
Work Through Email Support Queue: Write thoughtful, well-formatted replies to customers dealing with account, billing, or refund-related inquiries.
Document Every Ticket Accurately: Use internal systems to apply issue tags, write notes, and summarize interactions for future reference or team handoff.
Follow Escalation Procedures: Know when to hand off complex cases to the engineering or billing teams and do so with a complete and helpful summary.
Use Brand Voice Templates: Personalize saved responses while maintaining consistency and professionalism in tone and formatting.
Stay Informed About Updates: Keep up with product changes, common issues, or new features that may impact your responses.
Multitask Effectively: Switch between chat, documentation, help center, and team updates seamlessly using browser tools and organizational techniques.
Meet Support KPIs: Aim for excellence in chat speed, email turnaround time, customer satisfaction, and resolution rates.
Provide Feedback on Trends: Notice recurring problems and report them to your team lead or help center editors to help improve processes.
Contribute to a Positive Remote Culture: Join team threads, share knowledge, and help maintain a supportive, collaborative environment through chat platforms.
A Typical Shift Breakdown
Early in Your Shift
You’ll start by checking recent updates, bug reports, or any changes to refund or billing policies. Tackle leftover email tickets and begin accepting queued live chat sessions.
Mid-Shift Workload
This is your busiest period. Expect a high flow of chats and time-sensitive emails, mostly focused on troubleshooting account access, helping with payments, or answering usage questions. Your response speed and empathy will both matter here.
Wrapping Up
Close out final tickets, leave detailed shift handoff notes, and document any recurring patterns or bugs you noticed. If time permits, check in on internal resources or contribute suggestions to improve templates or macros.
Who We’re Looking For
Strong written English communication skills
High school diploma or GED (college degree not required)
No prior customer service or remote work experience needed
Typing speed of 40+ WPM with low error rate
Must have access to a reliable internet connection and personal laptop or computer
Comfortable using modern browser tools, ticketing platforms, and online resources
Ability to work independently and follow structured workflows
Available for 20–40 hours per week (weekend or evening availability is a bonus)
Willing to receive and apply feedback in real time
Friendly, helpful, and patient tone when dealing with customer concerns
Tips for Performing at a High Level
Writing & Typing Fluency
Use typing test sites daily until you're confident at 45+ WPM. Use grammar tools to self-edit messages and always read your response before sending it.
Learning Product Details
Study the help center, FAQ pages, and macro library so you can quickly locate answers without guessing or escalating.
Written Tone and Customer Care
Always be polite, clear, and confident. Use openers like “Happy to assist!” or “Let’s sort this out together” and avoid overly robotic phrases.
Managing Live Workload
Pin essential tabs, organize your help docs, and use split screens or browser extensions to move efficiently between multiple chats or tickets.
Handling Remote Independence
Create a quiet, consistent workspace. Set personal shift alarms and block time on your calendar to stay disciplined.
Growing With Feedback
Embrace your QA score reviews—they help you level up. Ask for clarification, review example tickets, and participate in optional team workshops.
Getting Started with the Client
Initial Application
Submit a resume (experience optional) and basic availability info. You’ll also confirm your technical setup.
Written & Typing Assessment
Complete a timed typing test and a short series of written customer reply samples to assess your tone and problem-solving approach.
Interview or Simulation
Some candidates may complete a text-based interview or asynchronous support scenario to demonstrate their writing in context.
Paid Remote Training
Join a 5-day onboarding program with chat simulations, system walkthroughs, and tone/style coaching. Training is paid.
Trial Shifts With Coaching
Work your first 3–5 shifts under live review from a support lead. You’ll receive feedback in real-time as you assist real customers.
Ongoing Schedule Assignment
Once cleared, you’ll receive your shift schedule and full access to all internal tools and team channels.
Workplace Environment
This is a remote-first company that values clarity, structure, and flexibility. There are no unnecessary meetings, and asynchronous communication is encouraged. You’ll receive support from leads and peers through Slack and can contribute ideas to process improvement. Your success will be measured by quality, not micromanagement. Advancement is based on performance and initiative—not time on the clock.
Perks and Extras
Paid onboarding and mentorship
Non-phone environment
Flexible shift scheduling with global availability
Bonus eligibility based on CSAT and ticket volume
Reimbursement for home office equipment (after 30 days)
Access to learning platforms like Skillshare or Coursera
Monthly digital raffles and peer awards
Clear promotion tracks to QA, team lead, or training roles
Why This Role May Be the Right Fit for You
If you’re looking for a real work-from-home job that doesn’t require a degree or experience—and doesn’t involve phone calls—this is your ideal entry point. You’ll receive clear guidance, hands-on training, and the opportunity to grow your career while earning a consistent income. Whether you’re just starting out, switching industries, or returning to the workforce, this position makes remote work accessible and rewarding.
Applicant Questions Answered
Do I need prior experience?
No. This is an entry-level job with full training included.
Is this job fully remote?
Yes. You can work from home or anywhere with a strong internet connection.
Do I need to be on the phone?
No. You’ll only use written communication—via chat and email.
What’s the training like?
It’s a paid virtual onboarding program with ticket walkthroughs, style coaching, and live support.
How flexible is the schedule?
You’ll be able to choose part-time or full-time availability. Evening and weekend shifts are available and often in demand.
When can I start?
Most applicants begin onboarding within one week of being accepted.
Next Steps to Apply
Click “Apply Now” to upload your resume and complete a short assessment. Positions are limited and fill quickly—especially since no experience or degree is needed. Submit your application today and secure your spot in the next training group.
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