Customer Experience Chat Support Agent (Remote) – Pennsylvania

Join Afrishore LLC's Growing Customer Experience Team

Afrishore is expanding its U.S. Customer Experience team and is looking for experienced Remote Chat Support Agents based in Pennsylvania who are passionate about delivering exceptional customer service.

This is an exciting opportunity to join a high-performing remote team supporting customers across a leading digital entertainment platform. As a Customer Experience Chat Support Agent, you will be the first point of contact for customers, delivering fast, professional and accurate support through live chat, with additional assistance provided via email and inbound voice channels where required.

If you thrive in a fast-paced environment, enjoy solving problems and take pride in delivering world-class customer experiences, we encourage you to apply.

What You'll Do

As a Customer Experience Chat Support Agent, you will:

• Deliver exceptional customer support through live chat while maintaining professionalism and empathy.
• Manage multiple customer conversations simultaneously while maintaining quality and response time standards.
• Assist customers with account registration, account verification, password resets and login support.
• Respond to enquiries relating to promotions, loyalty programmes, account management and platform navigation.
• Support customers with deposits, withdrawals and payment-related enquiries.
• Troubleshoot basic website and mobile application issues.
• Resolve customer concerns efficiently while taking ownership from first contact through to resolution.
• Escalate complex technical, payment or compliance matters to specialist teams.
• Accurately document all customer interactions using CRM systems.
• Comply with all company policies, customer privacy requirements, regulatory standards and internal procedures.
• Meet established quality, productivity and customer satisfaction targets.
• Participate in ongoing coaching, training and continuous improvement initiatives.

What We're Looking ForMinimum Requirements

• Must currently reside in Pennsylvania, USA.
• High School Diploma or equivalent.
• Minimum of 1–2 years' experience in a customer service, contact centre or live chat support environment.
• Previous experience supporting customers through live chat is highly desirable.
• Excellent written English communication skills.
• Strong grammar, spelling and typing accuracy.
• Comfortable navigating multiple systems while handling several customer conversations simultaneously.
• Strong problem-solving skills with the ability to make sound decisions independently.
• Ability to work in a fast-paced, performance-driven environment.
• Reliable high-speed internet connection and a dedicated, distraction-free home office workspace.

Preferred Experience

Experience in one or more of the following areas will be advantageous:

• Live Chat Customer Support
• Digital Customer Service
• Contact Centre Operations
• CRM Systems
• E-commerce
• Online Services
• Financial Services
• High-volume customer support
• Multi-channel customer support (Chat, Email and Voice)

What Makes You Successful

The ideal candidate will:

• Have a genuine passion for helping customers.
• Be an excellent written communicator.
• Demonstrate professionalism, empathy and patience.
• Remain calm under pressure while managing multiple priorities.
• Take ownership of customer issues until they are resolved.
• Learn new systems and products quickly.
• Thrive in a collaborative, remote team environment.
• Consistently deliver high-quality customer experiences.

Performance Measures

Success in this role will be measured through:

• Customer Satisfaction (CSAT)
• Quality Assurance (QA) Score
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• Chat Response Time
• Productivity
• Schedule Adherence
• Compliance Standards
• Documentation Accuracy
• Attendance and Reliability

Working Hours

This position requires flexibility to work scheduled shifts, including evenings, weekends and public holidays based on business requirements.

Why Join Afrishore?

At Afrishore, we believe our people are our greatest asset. We offer a supportive and collaborative remote working environment where performance is recognised, development is encouraged and career growth is possible. You'll receive comprehensive onboarding, ongoing coaching and continuous learning opportunities while working alongside a passionate Customer Experience team committed to delivering service excellence.

If you're an experienced customer service professional based in Pennsylvania and are ready to take the next step in your career, we'd love to hear from you.

Apply today and become part of Afrishore's growing Customer Experience team.

Pay: $18.00 - $20.00 per hour

Work Location: Remote