Chat Support Agent

About the Opportunity

We operate in the nonprofit & social impact sector, delivering mission-driven support services for veteran communities across Canada. This role sits within our remote member-support team, providing real-time digital assistance and care coordination via live chat to veterans and their families.

Role: Live Chat Support Specialist (Chat Support Agent) — Remote, Canada-based

Role & Responsibilities
  • Respond to inbound chat inquiries promptly and professionally, delivering accurate information and empathetic support while adhering to SLAs.
  • Triage and resolve routine issues directly; escalate complex cases to clinical, benefits, or case-management teams with clear context and follow-up instructions.
  • Create and maintain concise, searchable ticket notes and update the knowledge base to improve first-contact resolution rates.
  • Operate and optimise chat tools and chatbot handoffs—triggering automation when appropriate and refining flows with stakeholder feedback.
  • Monitor chat queues and performance dashboards; meet or exceed KPIs for response time, resolution rate, and customer satisfaction.
  • Collaborate with cross-functional teams to surface trends, contribute to training materials, and participate in continuous-improvement initiatives.
Skills & Qualifications

Must-Have

  • Fluent English (written and verbal)
  • Right to work in Canada
  • Proven experience using live-chat platforms and helpdesk ticketing systems (e.g., Zendesk, Intercom, LiveChat)
  • Strong proficiency with CRM software and knowledge-base tools
  • Comfortable following scripted workflows and escalating per defined protocols
  • Reliable home-office setup with stable high-speed internet and ability to work flexible shifts

Preferred

  • Bilingual English/French conversational or professional proficiency
  • Prior experience supporting veterans, military families, or social-services clients
  • Experience refining chatbot flows and using analytics to improve digital-first support
Benefits & Culture Highlights
  • Fully remote role with flexible scheduling to support work–life balance and regional time zones.
  • Mission-driven environment focused on veteran wellbeing—opportunities to contribute to meaningful programs and improvements.
  • Ongoing training, peer mentorship, and a collaborative, outcomes-focused support team.

To apply, please submit your resume and a short cover note highlighting relevant chat-support experience and your eligibility to work in Canada. We welcome candidates who are passionate about supporting veterans and delivering compassionate, efficient digital service.

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