Live Chat Support Specialist VA
A senior Live Chat Support Specialist handles several customer conversations at once on your website and app, answering quickly and accurately so visitors get help in real time and more of them convert or stay.
- Top 1% vetted talent
- No lock-in contracts
- Replacement guarantee
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Hourly rates · No lock-in contracts
Description
A Live Chat Support Specialist VA handles multiple real-time customer conversations across your website or app, helping visitors get answers quickly while maintaining service quality. They can resolve product, billing and account questions, identify sales opportunities and escalate more complex issues with a full transcript. Outsource Teams provides top 1% vetted talent with dedicated live chat experience, no lock-in contracts and a replacement guarantee.
Responsibilities
- Handle three to five concurrent chats in Intercom, Zendesk Chat, LiveChat, Drift or Freshchat while keeping response times under 30 seconds.
- Resolve product, order, account and billing questions in chat and complete actions in the back office while the customer waits.
- Identify sales opportunities in chat, guide visitors to the right plan or product and hand qualified leads to sales.
- Use canned responses and snippets where they fit and write natural, on-brand replies where they do not.
- Escalate to email, phone or a specialist with a full transcript and clear next steps when a chat cannot be resolved.
- Tag and categorise every conversation so reporting on chat drivers is accurate.
- Maintain the chatbot's answers and hand-off rules with the team, and flag where the bot is failing customers.
- Hit CSAT, first-contact resolution and concurrency targets while keeping quality scores high.
- Report weekly on chat volumes, common questions and content gaps.
Software & Tools
Requirements
- 5+ years in customer support with at least 3 years primarily on live chat.
- Experience in a chat platform such as Intercom, Zendesk, LiveChat, Drift or Freshchat, including snippets, routing and bot hand-offs.
- Typing speed above 65 words per minute with high accuracy, and the ability to hold several conversations without mixing them up.
- Excellent written English with a friendly, concise style and correct grammar under time pressure.
- Familiar with ecommerce or SaaS back-office tools such as Shopify, Stripe or an admin console.
- Comfortable with chat-based selling and with measured targets for speed, resolution and satisfaction.
- Fast, dependable internet with backup power and a schedule covering the client's peak chat hours.
Frequently Asked Questions
How many conversations can they handle at once?
The role is designed for three to five concurrent chats while maintaining fast response times and accurate answers.
Can they help with sales as well as support?
Yes. They can identify sales opportunities, guide visitors towards the appropriate plan or product and hand qualified leads to the sales team.
What platforms can they use?
They can work with Intercom, LiveChat, Zendesk Chat, Tidio, Gorgias and Drift.
How experienced are the candidates?
Candidates are expected to have at least five years in customer support, including at least three years primarily working in live chat.
What does it cost?
Rates are listed in USD at $4 per hour for entry-level talent, $6 per hour for intermediate and $8 per hour for senior talent. There are no lock-in contracts.
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