Chat Support Executive

We are seeking a skilled and customer-focused Chat Agent to provide real-time assistance to customers via live chat. The ideal candidate will deliver exceptional service, resolve queries efficiently, and represent the brand in a friendly and professional manner. The role of Customer Support Associate (CSA), will be responsible for: Respond promptly and professionally to customer inquiries via live chat while identifying opportunities for process improvement. Resolve product or service problems by clarifying the customer’s issue and identifying the cause. Escalate unresolved issues to the appropriate internal teams. Provide accurate, valid, and complete information using the right tools and resources. Maintain detailed and clear records of customer interactions. Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction. Essential Functions  Committed to providing outstanding customer service at every touchpoint. Demonstrates strong self-management skills and consistently meets responsibilities. Identify trends and take an active role in delivering suggestions for process & product improvements Provides mentorship and guidance to new hires during onboarding and training. Supports team members by offering insights and recommendations when handling complex or challenging cases. Contributes to special initiatives and projects based on team priorities and business needs. Participates in scheduled team meetings and ongoing training to stay aligned with updates and goals. Willing to take on additional tasks and responsibilities as needed to support the team. Proficient in using office productivity tools (e.g., Microsoft Office, Google Workspace). Possesses deep expertise in product functionality, operational workflows, company policies, and service agreements. Critical Skills Excellent written communication and typing skills. Proficiency in English High attention to detail and accuracy. Strong problem-solving and conflict resolution skills. Ability to multitask and manage multiple chat windows simultaneously. Basic technical literacy (familiarity with CRM tools, chat platforms, and helpdesk software). Empathy and a customer-first mindset. Demonstrates strong emotional intelligence by staying composed under pressure while effectively addressing customer issues. Capable of rapidly learning new tools and features, interpreting them through the lens of customer needs and usability. Applies guidelines consistently and objectively, while exercising sound judgment in complex or discretionary decisions Thrives in dynamic, high-pressure environments with frequent changes. Flexible and available to work various shifts, including weekdays, evenings, weekends, and holidays. Educational/Work Experience and Requirements Must successfully pass a background check High school diploma or equivalent required Post secondary degree is a plus 1+ years of experience in Customer Service Chat or related field