Chat Support Specialist

Job overview

Burjline Builders is hiring a remote Chat Support Specialist to be the initial contact for customers and provide fast, professional help across live chat and other online channels. This role focuses on answering questions, resolving straightforward issues, sharing product and service details, and making sure each customer interaction reflects a positive service experience.

Candidates who are enthusiastic about the role but do not meet every listed qualification are still encouraged to apply. The organization values people who form strong working relationships, stay open to learning, respect different viewpoints, act with integrity, and contribute positively in a team setting.

Position summary

The Remote Chat Support Specialist will handle timely and accurate support through chat, email, and related digital tools. The ideal candidate communicates clearly in writing, solves problems effectively, pays close attention to detail, and genuinely enjoys helping customers while protecting the company’s brand experience.

Responsibilities

• Answer customer questions quickly through live chat, email, and other digital messaging channels.
• Share accurate details about products, services, policies, and account-related concerns.
• Handle basic troubleshooting and resolve issues efficiently, or route complex cases to the right team when needed.
• Record customer interactions correctly in the company’s CRM or support system.
• Keep every interaction professional, empathetic, and focused on customer satisfaction.
• Work with internal teams to address customer concerns and complete follow-up on time.
• Consistently meet response-time targets, quality standards, and satisfaction goals.
• Spot repeated customer issues and suggest improvements that can enhance the support experience.
• Stay up to date on products, services, promotions, and internal procedures.
• Take on other customer support and administrative tasks as assigned.

Requirements

• High school diploma or equivalent qualification.
• Prior experience in customer service, chat support, help desk, call center work, administrative support, or a similar position.
• Strong written communication with correct grammar, spelling, and a professional tone.
• Good multitasking, organization, and time-management skills.
• Comfort using Microsoft Office Suite and web-based customer support tools.
• Ability to type accurately while handling multiple customer conversations at once.
• Strong problem-solving ability and critical thinking skills.
• Capacity to work independently in a remote setting with limited supervision.
• Reliable high-speed internet and a dedicated workspace at home.
• Associate degree or additional customer service training preferred.
• Experience with CRM platforms such as Salesforce, Zendesk, Freshdesk, Intercom, or similar tools preferred.
• Background supporting customers remotely preferred.
• Experience working toward customer satisfaction and performance metrics preferred.

Knowledge, skills, and abilities

The role calls for excellent written communication and people skills, a service-first mindset, the ability to stay calm in difficult conversations, strong accuracy, and the flexibility to adapt to changing priorities in a fast-paced environment. Quick learning, confidentiality, and comfort working across chat, email, video conferencing, and collaboration platforms are also important.

Work environment

This is a fully remote job and requires a professional home office setup, dependable high-speed internet, and the ability to communicate effectively through digital tools. The successful hire should be self-driven, dependable, and comfortable working alone while also contributing to a collaborative remote team.

Why join us

• Competitive pay package
• Health, dental, and vision coverage
• 401(k) plan with company match, where applicable
• Paid vacation, company holidays, and paid time off
• Employee Assistance Program (EAP)
• Training, professional development, and career growth opportunities
• Flexible remote work arrangement
• Supportive, inclusive, and collaborative workplace culture
• Employee recognition and wellness initiatives
• Ongoing learning and continuous development opportunities

Equal opportunity

Burjline Builders is an equal opportunity employer and is committed to maintaining an inclusive workplace. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.