Job Title: Messaging Support Associate
Monthly Pay: $3,533 - $4,962 USD per month
Summary:
Chat messages and emails are how this role connects customers with clear answers and practical next steps. The Messaging Support Associate handles messaging support questions, helping customers understand product information, service features, and the status of open requests. This position sits within the customer support team, works under a customer service team lead, and coordinates with service specialists when questions need additional review. This is a fully remote, desk-based opportunity to work from home in South Carolina, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.
Job Responsibilities:
• Receive customer chats and emails through a support platform such as Freshdesk, reviewing the request and conversation history before responding.
• Confirm the customer's question, relevant service details, and previous troubleshooting steps using approved verification procedures without requesting unnecessary personal information.
• Consult approved reference materials to explain product features, service options, and routine account navigation in straightforward language suited to each customer's question.
• Write concise, courteous responses that address each part of the inquiry, using approved response templates while adapting wording to the conversation.
• Update customer interaction details in a CRM such as Salesforce, keeping contact information, request summaries, and next steps accurate and consistent.
• Ask focused follow-up questions when details are missing, then summarize the issue so customers understand what information is still needed.
• Route unresolved questions or repeated service difficulties to the customer service team lead or appropriate service specialist, including a clear summary of actions taken.
• Monitor open conversations, follow up when an update is available, and explain the next step without promising outcomes or unsupported completion times.
• Track recurring question categories and completed follow-ups using a spreadsheets and data entry tool such as Google Sheets, sharing patterns during team reviews.
• Confirm that the question has been addressed before closing the ticket; quality is judged through accuracy, turnaround, complete notes, appropriate follow-up, and clear customer correspondence.
Qualifications:
• High school diploma or equivalent.
• No experience required; related experience answering customer questions through chat, email, or another service channel is preferred.
• Ability to interpret customer messages, identify the main question, and distinguish routine requests from issues needing additional support.
• Clear written communication, including accurate spelling, readable sentence structure, and a professional tone during difficult conversations.
• Familiarity with customer support queues, customer contact information, and the purpose of interaction notes; willingness to learn the named systems.
• Comfortable navigating browser-based applications, entering accurate updates, and checking information across multiple screens before replying.
• Ability to organize open conversations, apply feedback, and use reference materials rather than guess when an answer is uncertain.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
Perks & Benefits:
• Fully remote work from home with desk-based customer conversations and digital collaboration.
• Structured onboarding and training on a support platform such as Freshdesk, a CRM such as Salesforce, and a spreadsheets and data entry tool such as Google Sheets.
• Regular check-ins with the team lead to review questions, receive feedback, and discuss progress.
• Opportunities to build business writing, customer correspondence, service research, and conversation prioritization skills through daily support work.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.