Live Chat Support

Role Overview

This position focuses on helping clients through live chat and related communication channels while ensuring issues are resolved accurately and efficiently. The role also involves working closely with internal teams, improving support resources, and contributing to customer growth efforts.

Key Responsibilities

• Respond to clients through live chat, SMS, email, and other messaging channels, while also handling phone calls when needed.
• Support users with questions, concerns, and technical issues connected to the POS system, hardware, and related tools.
• Balance fast response times with high-quality, effective solutions.
• Serve as the connection point between clients and internal departments by clearly relaying customer needs.
• Work with cross-functional teams to investigate and resolve client issues.
• Refine and improve template replies so communication stays efficient and consistent.
• Help develop one-page guides, tutorial videos, and other self-service materials for common client questions.
• Use customer feedback to recommend improvements to products and services.
• Maintain trackers and records for client interactions, resolutions, and KPI monitoring.
• Share product announcements and important updates in client group chats.
• Support onboarding for potential new accounts that come through client referrals or related contacts.
• Spot opportunities for upselling and help expand customer relationships.

Minimum Qualifications

• Background in business, communications, customer support, or a similar field.
• Excellent written and spoken communication abilities.
• Prior experience in customer support, customer success, or a similar role is an advantage.
• Comfort using live chat tools and phone-based communication.
• Strong attention to detail and a commitment to delivering excellent client service.
• Ability to juggle multiple conversations and requests at once.
• Good problem-solving ability for handling client concerns effectively.
• Confidence using digital tools and software platforms.
• Interest in working in a fast-moving startup setting.
• Patient, empathetic, and friendly approach to client interactions.
• Quick to learn systems, workflows, and processes.
• Self-driven and genuinely motivated to support MSMEs.