Chat Support Specialist | Work From Home | Night Shift
Philippines
Permanent
Full-time
6 days ago
The Chat Support Specialist is responsible for managing customer engagement through SMS and live chat, ensuring timely, professional, and persuasive communication that supports the company&aposs sales funnel and member experience. The role oversees SMS inbox management, live chat engagement during campaigns, and workflow processes to ensure no opportunity slips through the cracks. Job Description Manage inbound SMS and live chat communications, providing timely and professional responses to inquiries, confirmations, and customer needs. Oversee SMS workflows, including campaign scheduling, tagging, segmentation, and ensuring data accuracy across high-volume lists. Engage in live chat during campaigns, classes, and events, responding to inquiries that may impact conversions and customer satisfaction. Conduct follow-up with warm leads via SMS and chat to move prospects from interest to conversion. Monitor delivery performance and proactively identify and resolve operational bottlenecks. Build and maintain SOPs for recurring SMS and chat workflows, integrating with CRM and event systems. Collaborate with marketing and operations to optimize messaging, targeting, and engagement strategies. Provide feedback on segmentation strategies based on real-time customer interactions to improve campaign outcomes. Required Qualifications At least two (2) to three (3) years of experience in Chat Support. Experience with SMS platforms and live chat systems. Comfortable using CRM or inbox management tools. Multitasks and manages priorities in a fast-paced, high-volume environment. Demonstrates attention to detail, empathy, and patience in customer interactions. Passionate about supporting customer journeys and driving conversions. Self-motivated, adaptable, and comfortable with ambiguity. Clear and coherent written communication skills in English to be able to communicate clearly, professionally, and emphatically with customers in a chat-based environment. Show more Show less