E-Commerce Chat Support Associate

October 17, 2026

Careerscape is recruiting on behalf of our client, a fast-growing online retail brand, for a Remote E-Commerce Chat Support Associate to join their customer experience team. In this role, you will be the friendly voice behind the chat window, helping shoppers navigate checkout, track orders, and resolve issues in real time so every visit turns into a great experience and a loyal customer.

Day to day, you will juggle multiple live chat conversations, troubleshoot payment and shipping hiccups, and turn frustrated moments into positive outcomes with patience and a positive attitude. This role is a great fit for someone who types quickly, communicates clearly in writing, enjoys solving problems, and thrives in a fast-paced, fully remote environment where no two conversations are exactly the same.

Responsibilities

Respond to incoming customer chats regarding orders, shipping, and checkout issues
Assist shoppers in real time to complete purchases and resolve cart or payment errors
Track and update order status, returns, and exchanges in the order management system
Escalate complex billing or fraud concerns to the appropriate internal team
Maintain accurate records of customer interactions in the help desk platform
Meet daily and weekly targets for response time, resolution rate, and customer satisfaction
Identify recurring issues and share feedback with the operations and product teams
Educate customers on promotions, loyalty programs, and self-service account tools
Handle multiple simultaneous chat conversations while maintaining quality and accuracy
Follow brand voice and tone guidelines in all written customer communication

Requirements

High school diploma or equivalent required
Prior customer service, retail, or chat support experience is a plus but not required
Excellent written communication skills with strong grammar and spelling
Ability to type at least 40 words per minute accurately
Comfortable multitasking across several chat conversations at once
Basic familiarity with online shopping platforms and order tracking
Reliable high-speed internet connection and a quiet home workspace
Availability to work scheduled shifts including some evenings or weekends
Strong problem-solving skills and a calm, patient demeanor under pressure

Benefits

Medical, dental, and vision insurance
401k retirement plan with company match
Paid time off and paid holidays
Fully remote position with flexible scheduling options
Home office stipend for equipment and internet
Paid training and onboarding program
Opportunities for career growth into senior support or team lead roles
Employee discount on client products
Wellness and mental health resources
Collaborative, supportive remote team culture

Remote

Skills:
Billing, Broadband, Communication Skills, Consumer Promotions, Customer Experience, Customer Relations, Customer Satisfaction, Customer Support/Service, Customer Training, Dental Insurance, Help Desk, High School Diploma, Identify Issues, Loyalty Programs, Multitasking, Office Equipment, Onboarding, Online Chat, Online Shopping, Order Management, Problem Solving Skills, Promotional Programs, Psychiatry and Mental Health, Quality Management, Retail, Shipping/Receiving, Team Lead/Manager, Team Player, Track Customer Issues, Training Program, Vision Plan, Voice Chat, Writing Skills, eCommerce

Careerscape

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