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If you’ve Googled “Chat Support Agent job description,” you’ve probably noticed a pattern: endless bullet points, robotic wording, and recycled templates that could apply to almost any company.
The problem? Generic job posts don’t attract great candidates. They attract “spray-and-pray” applicants who apply to everything and don’t really care about your business.
Top talent—people who are empathetic, detail-oriented, and genuinely skilled at online communication—are selective. They want to know what they’re joining, why it matters, and whether your company aligns with their values.
That’s why this guide is different. Instead of giving you a lifeless copy-paste list, I’ll show you how to write a job description that:
- Explains what a Chat Support Agent actually does (in plain English).
- Includes two complete job post templates (one for experienced agents, one for entry-level hires).
- Breaks down why they work—so you can apply the same principles to any role.
- Shows you a bad example and how to fix it.
- Gives you bonus tips to stand out in today’s competitive hiring market.
- Ends with a ready-to-use, copy-paste template you can customize in minutes.
If you want a step-by-step framework on how to write any job post, I recommend checking out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/ . But if you’re ready to focus specifically on hiring the right Chat Support Agent, let’s dive in.
If your hiring process is stressful, slow, or filled with second-guessing—WorkScreen fixes that. Workscreen helps you quickly identify top talent fast, eliminate low-quality applicants, and make better hires without the headaches.
What A Chat Support Agent Actually Does - Their Roles
A Chat Support Agent is often the first point of contact between your business and customers. Instead of phone calls or in-person visits, they handle questions, solve problems, and provide guidance directly through online chat platforms (like Intercom, Zendesk, or your company’s own system).
But here’s the key: this role isn’t just about typing fast or sending scripted responses. A great Chat Support Agent:
- Listens carefully and reads between the lines to understand customer needs.
- Communicates clearly, concisely, and in a tone that reflects your brand.
- Balances speed with empathy—solving problems quickly while making customers feel heard.
- Helps maintain loyalty by turning a frustrated visitor into a satisfied customer.
In other words, Chat Support Agents are not just “ticket closers.” They’re brand ambassadors. They shape how customers feel about your company—sometimes in just a few minutes of conversation.
That’s why when you write your job description, you’re not just filling a seat—you’re showing candidates that this role is critical to trust, retention, and growth.
Two Great Chat Support Agent Job Description Templates
✅ Option 1: Job Description For Experienced Chat Support Agent
Job Title: Chat Support Agent at BrightWave Software (Remote, Full-Time)
💼 Type: Full-Time | 🌍 Remote (US time zones preferred) | 💲 $18–$22/hr (DOE)
🎥 A quick word from our Support Lead: (Insert Loom/YouTube link)
Who We Are
BrightWave builds the operations platform used by 52,000+ independent retailers to run inventory, POS, and analytics in one place. Founded in 2017, we’re a 120-person remote-first team obsessed with helping small businesses thrive. Our customers process millions of transactions through BrightWave every month—and our support team is the reason they stick with us. We respond fast, we listen, and we ship product improvements based on real customer feedback.
What You’ll Do
- Handle real-time chat conversations (Intercom) with merchants worldwide; keep first response time and CSAT on target.
- Troubleshoot product questions; triage and escalate bugs or complex issues to Tier 2/Engineering.
- Use clear, brand-aligned writing; craft and refine macros and saved replies.
- Capture insights; file crisp product feedback and contribute to help center updates.
- Collaborate cross-functionally with Success, Product, and QA to prevent repeat issues.
What We’re Looking For
- 2+ years in chat-based support (SaaS preferred) with strong written comms and multitasking.
- Comfortable juggling 3–4 concurrent chats without losing empathy or accuracy.
- Pro at digging into logs, reproducing issues, and documenting steps clearly.
- Calm under pressure; obsessed with making customers feel heard and helped.
Perks & Benefits
- Competitive pay $18–$22/hr + performance bonus eligibility
- Health, dental, vision (US), stipend for global contractors
- Home office stipend + monthly internet reimbursement
- 12 company holidays + 15 days PTO + optional summer Fridays
- 12-week parental leave; wellness & learning stipends
Why This Role Is a Great Fit
- You’ll be the voice of the brand for thousands of retailers daily.
- Your feedback directly shapes the product; we ship fast and listen faster.
- Clear growth paths into Senior Support, Enablement, QA, or Product Ops.
How to Apply
We use WorkScreen to keep hiring fair and skills-focused. Apply here 👉 [WorkScreen application link]. You’ll complete a short, role-relevant evaluation so we can see how you think and communicate.
✅ Option 2: Job Description For Entry-Level / Willing-to-Train Chat Support Agent
Job Title: Entry-Level Chat Support Agent at ParcelPanda (Hybrid, Phoenix AZ)
💼 Type: Full-Time | 🏢 Hybrid (3 days on-site) | 💲 $16–$19/hr
🎥 A quick word from our Customer Experience Manager: (Insert Loom/YouTube link)
Who We Are
ParcelPanda is the all-in-one tracking and returns platform for DTC brands. We help 5,000+ online stores turn “Where’s my order?” moments into repeat-purchase opportunities with smart notifications, branded tracking pages, and painless returns. We’re a growing team of 60 based in Phoenix, AZ, with a customer-first mindset and a knack for friendly, fast chat support.
What You’ll Do
- Chat with shoppers and merchants to answer order, tracking, and returns questions.
- Follow clear playbooks; escalate edge cases to senior agents when needed.
- Keep conversations human and helpful while staying efficient.
- Suggest improvements to our FAQs and macros as patterns emerge.
- Learn tools like Zendesk, Shopify, Slack, and Gorgias—we’ll train you.
What We’re Looking For
- Strong written communication; you type quickly and clearly.
- Empathetic, patient, and curious—especially when customers are stressed.
- Comfortable learning new software and following SOPs.
- Retail, hospitality, or call-center experience is a plus (not required).
Perks & Benefits
- Competitive pay $16–$19/hr + OT opportunities during peak season
- Medical, dental, vision; commuter benefit for on-site days
- Paid training program + dedicated mentor
- 11 company holidays + 15 days PTO in year one
- Monthly team lunch & learns; $500 annual learning stipend
Why This Role Is a Great Fit
- Great entry point into CX, Success, or Operations—we promote from within.
- You’ll learn e-commerce inside-out and build real customer-service muscle.
- Tight-knit team that celebrates wins and has your back on tough days.
How to Apply
We use WorkScreen so every applicant gets a fair shot. Apply here 👉 [WorkScreen application link]. The short evaluation focuses on real-world chat scenarios—not just your résumé.
Don’t let bad hires slow you down. WorkScreen helps you find the right people—fast, easy, and stress-free.
Breakdown of Why These Chat Support Agent Job Posts Work
It’s not just what you say in a job description—it’s how you say it. Here’s why the two examples above stand out and attract stronger applicants compared to the cookie-cutter templates you find online:
- Clear, Specific Titles
- “Chat Support Agent at BrightWave Software (Remote, Full-Time)” immediately tells candidates what the role is, where they’ll work, and in what capacity.
- Contrast that with a bland “Support Agent” posting—one inspires confidence, the other feels like a placeholder.
- “Chat Support Agent at BrightWave Software (Remote, Full-Time)” immediately tells candidates what the role is, where they’ll work, and in what capacity.
- Video Element Builds Trust
- Including a short Loom/YouTube video from a hiring manager or team lead gives the role a face.
- It signals transparency, shows personality, and helps candidates imagine what it’s like to work with your team.
- Including a short Loom/YouTube video from a hiring manager or team lead gives the role a face.
- Authentic ‘Who We Are’ Section
- Instead of corporate buzzwords, these descriptions tell a real story: the size of the company, who they serve, and why the role matters.
- Candidates don’t just see “support agent needed”—they see the bigger mission they’d be part of.
- Instead of corporate buzzwords, these descriptions tell a real story: the size of the company, who they serve, and why the role matters.
- Responsibilities With Impact
- Instead of vague tasks like “handle support inquiries,” the posts connect duties to outcomes: keeping CSAT on target, shaping FAQs, turning stressful customer moments into loyalty.
- This shows candidates how their work makes a difference.
- Instead of vague tasks like “handle support inquiries,” the posts connect duties to outcomes: keeping CSAT on target, shaping FAQs, turning stressful customer moments into loyalty.
- Qualifications That Welcome, Not Exclude
- The BrightWave example sets higher standards (2+ years SaaS support), while the ParcelPanda example is open to trainable, entry-level hires.
- This dual approach broadens your reach while clarifying expectations.
- The BrightWave example sets higher standards (2+ years SaaS support), while the ParcelPanda example is open to trainable, entry-level hires.
- Perks & Benefits Separated From Culture Pitch
- Listing benefits in their own section makes them easy to skim—and they’re specific: PTO days, stipends, healthcare, even commuter benefits.
- Separately, the “Why This Role Is a Great Fit” sections highlight mission, growth, and team culture. Together, they balance practical value with emotional appeal.
- Listing benefits in their own section makes them easy to skim—and they’re specific: PTO days, stipends, healthcare, even commuter benefits.
- Transparent Hiring Process
- Both posts tell candidates how to apply and what to expect (via WorkScreen).
- This is rare in most job ads, and it instantly positions the company as respectful and professional.
- Both posts tell candidates how to apply and what to expect (via WorkScreen).
- Human Tone Throughout
- The writing is plain English, direct, and warm.
- Instead of stiff corporate jargon (“synergize with cross-functional stakeholders”), it speaks like a real person would in conversation.
- The writing is plain English, direct, and warm.
👉 This breakdown helps readers see the difference and gives them principles they can reuse for other roles (sales, customer support, admin, etc.).
Example of a Bad Chat Support Job Description (And Why It Fails)
❌ Bad Job Post Example
Job Title: Support Agent
Company: Confidential
Job Type: Full-Time
Location: Remote
Job Summary
We are looking for a support agent to assist customers via online chat. The role involves answering questions, resolving issues, and providing information about products and services.
Responsibilities
- Respond to customer inquiries.
- Provide accurate information.
- Document issues and escalate when necessary.
- Perform other duties as assigned.
Requirements
- High school diploma required.
- 1–2 years of customer service experience.
- Ability to work under pressure.
- Strong typing and multitasking skills.
How to Apply
Please send your CV and cover letter to hr@company.com. Only shortlisted candidates will be contacted.
❌ Why This Job Post Fails
- Generic Title
- “Support Agent” is vague—support for what? Tech? Retail? Chat? Phone?
- It doesn’t tell candidates if they’re the right fit.
- “Support Agent” is vague—support for what? Tech? Retail? Chat? Phone?
- No Company Identity
- “Confidential” gives no sense of culture, mission, or brand.
- Candidates can’t tell what kind of team they’d be joining.
- “Confidential” gives no sense of culture, mission, or brand.
- Responsibilities Are Too Broad
- “Answer customer inquiries” could mean anything.
- There’s no context or sense of impact.
- “Answer customer inquiries” could mean anything.
- No Transparency on Salary or Benefits
- Without pay or perks, candidates may assume the worst.
- Serious applicants are less likely to apply.
- Without pay or perks, candidates may assume the worst.
- Cold, Dismissive Hiring Process
- “Only shortlisted candidates will be contacted” signals indifference.
- It leaves applicants feeling like they’re sending their résumé into a void.
- “Only shortlisted candidates will be contacted” signals indifference.
- Zero Personality
- No warm intro, no values, no human tone.
- This reads like it was copy-pasted from a corporate template.
- No warm intro, no values, no human tone.
👉 This contrast makes it easy for readers to see why a thoughtful, transparent, human job description outperforms the generic kind.
Bonus Tips to Make Your Job Post Stand Out
Most companies stop at “Responsibilities” and “Requirements.” But if you want to attract high-quality Chat Support Agents—the kind who bring empathy, speed, and professionalism—you need to go a step further. Here are some bonus elements that can transform a good job description into a great one:
🛡️ 1. Add a Security & Privacy Notice
Job scams are everywhere, and candidates are cautious. Show that you respect applicants by adding a clear disclaimer like:
“We take your privacy seriously. We will never ask for payment, banking details, or personal financial information during any stage of the hiring process.”
This small line builds immediate trust and credibility.
🏖️ 2. Mention Leave Days or Flex Time
Salary isn’t the only factor—candidates also care about balance. Highlighting PTO, holidays, or flexible schedules makes your job post more attractive:
“Enjoy up to 20 days of PTO plus 12 company holidays so you can recharge and come back refreshed.”
📈 3. Highlight Training & Growth Opportunities
Many great Chat Support Agents want to use the role as a stepping stone. If you invest in career paths, make it clear:
“We offer mentorship and training so you can grow into senior support, customer success, or even product roles.”
This helps you attract motivated candidates instead of short-term clock-punchers.
🎥 4. Add a Loom or YouTube Video From the Hiring Manager
Nothing humanizes your job post faster than a short video. A 1–2 minute clip from the hiring manager saying:
- What the company does
- Why the role matters
- What kind of person thrives on the team
This makes your post memorable and builds a personal connection before the first interview.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
✨ 5. Show Candidate Care in the Hiring Process
Instead of “only shortlisted candidates will be contacted,” flip the script:
“We reply to every application within two weeks. We know your time is valuable, and we want this process to be respectful.”
A small promise like this makes you stand out from 90% of other employers.
👉 Adding these bonus elements makes your Chat Support Agent job description not just a list of tasks—but a window into your company’s values and culture.
Should You Use AI to Write a Chat Support Job Description?
It feels like everyone is using AI tools to spit out job descriptions these days. Platforms like Workable, Manatal, and even ChatGPT can generate a “Support Agent JD” in seconds. But here’s the truth:
❌ Why You Shouldn’t Rely on AI Alone
If you just type “Write me a Chat Support Agent job description” into an AI tool, you’ll almost always get:
- A generic wall of bullet points that could apply to any company.
- Cold, corporate language that lacks personality.
- A post that fails to sell your mission, culture, or perks.
- Something that attracts low-effort applicants who don’t care where they work.
Your job post is often the first impression candidates get of your company. Why let it sound like it was copy-pasted from the internet?
✅ The Smarter Way to Use AI
AI can be an amazing assistant—if you give it the right raw ingredients.
Here’s how to get value out of AI without ending up with a soulless post:
- Provide company context: What you do, who you serve, your team size, and your values.
- Give specifics about the role: Tools they’ll use (Intercom, Zendesk), metrics that matter (CSAT, FRT), and whether it’s entry-level or senior.
- Set the tone: Conversational, mission-driven, transparent.
- List your perks and benefits: Salary range, PTO, growth opportunities.
- Share your notes: Paste a rough outline of what you want the JD to say.
Then, prompt AI like this:
“Help me write a job post for a Chat Support Agent at [Company]. We serve [X customers], and our culture is [insert values]. The role involves [list responsibilities], and we’re looking for [traits]. We offer [salary, perks, benefits]. Here are a few notes I’ve written to get you started: [paste your notes]. Please write this in a warm, conversational tone that reflects our brand.”
This way, AI helps polish your writing and structure it neatly—but it’s still your voice, your culture, your job post.
👉 Bottom line: Don’t let AI replace your story. Use it to enhance, not erase, your authenticity.
Build a winning team—without the hiring headache. WorkScreen helps you hire fast, confidently, and without second-guessing.
Copy-Paste Chat Support Agent Job Description Templates
✅ Option 1: Conversational (Culture-First Style)
Job Title: Chat Support Agent – Be the Friendly Voice of Customers at [Company Name]
💼 Location: Remote/Hybrid/On-site (HQ: [City, State])
🕒 Type: [Full-Time/Part-Time]
💰 Salary Range: [${X},000 – ${Y},000]/year
🎥 Meet the Hiring Manager: (Insert Loom/YouTube link)
Who We Are
[Company Name] helps [describe your customers: e.g., growing e-commerce brands / SMBs] solve [core problem your product/service tackles]. We’re a [team size]-person team based in [City, State] with a simple belief: great support should feel human. Our chat team is often the first impression candidates get of us—fast, clear, and genuinely helpful.
What You’ll Do
- Provide real-time support via chat ([tool: Intercom/Zendesk/Gorgias]) and keep FRT/CSAT on target.
- Troubleshoot issues, document steps, and escalate edge cases to [Tier 2/Engineering] when needed.
- Share patterns and insights that improve our FAQs, macros, and product.
- Write clearly, stay calm under pressure, and make customers feel heard.
What We’re Looking For
- [X]+ years in chat-based support (or comparable customer-facing experience).
- Strong written communication; comfortable handling [3–4] concurrent chats.
- Tech-savvy, curious, and patient—especially when customers are stressed.
- Familiarity with [your stack: Intercom/Zendesk/Gorgias/Shopify/etc.] is a plus.
Perks & Benefits
- Competitive pay [${X},000 – ${Y},000]/year + [bonus/RSU eligibility if applicable]
- [Health, dental, vision] + [remote/commuter/internet] stipend
- [X] PTO days + [Y] company holidays; [parental leave]
- [Learning/wellness] stipends; [home office] support
Why This Role Is a Great Fit
- You’ll be the voice of the brand to customers every day.
- Your feedback directly shapes [product/docs/process]—we ship fast and listen.
- Clear growth paths into [Senior Support / Enablement / Success / QA / Product Ops].
How to Apply
Apply via WorkScreen 👉 [WorkScreen link]. You’ll complete a short, skills-based evaluation focused on real chat scenarios—so your strengths shine beyond the résumé.
✅ Option 2: Structured (Job Brief + Responsibilities + Requirements)
Job Title: Chat Support Agent – Help Customers Succeed at [Company Name]
💼 Location: Remote/Hybrid/On-site (HQ: [City, State])
🕒 Type: [Full-Time/Part-Time]
💰 Salary Range: [${X},000 – ${Y},000]/year
Job Brief
[Company Name] powers [what you power + for whom, e.g., 10,000+ retailers / global teams]. We’re hiring a Chat Support Agent to deliver fast, empathetic, and accurate help via [tool], maintain key metrics (CSAT, FRT, resolution rate), and surface insights that improve our product and docs.
Responsibilities
- Respond to customer chats with clarity, empathy, and brand-aligned tone.
- Troubleshoot product questions; document and escalate bugs or complex issues.
- Maintain and improve macros/FAQs; contribute to help-center content.
- Collaborate with Product/QA/Success to relay customer feedback.
- Track and achieve targets for CSAT, FRT, resolution time.
Requirements
- [X]+ years in chat-based support (SaaS/e-com preferred) or strong customer-facing background.
- Excellent written communication; comfortable with [3–4] concurrent chats.
- Fast learner with tools like [Intercom/Zendesk/Gorgias/Shopify/Slack].
- Calm, patient, solutions-oriented; strong documentation habits.
Perks & Benefits
- Competitive pay [${X},000 – ${Y},000]/year + [bonus eligibility]
- [Health, dental, vision]; [remote/commuter/internet] stipend
- [X] PTO days + [Y] company holidays; [parental leave]
- [Learning/wellness] stipends; [home office] support
How to Apply
Apply via WorkScreen 👉 [WorkScreen link]. Our process is transparent and skills-based—every applicant gets a fair shot.
Let WorkScreen Handle the Next Step of Hiring
Writing a strong job description is only half the battle. Once the applications start rolling in, the real challenge is figuring out who’s serious, who’s skilled, and who’s just sending out copy-paste résumés.
That’s where WorkScreen.io comes in.
With WorkScreen, you can:
- ✅ Quickly spot your top candidates
WorkScreen automatically evaluates, scores, and ranks applicants on a performance-based leaderboard—making it easy to spot top talent, save time, and make smarter, data-driven hiring decisions.
- ✅ Test real-world skills with one click
With WorkScreen, you can administer one-click skill tests to assess candidates based on real-world ability—not just credentials like résumés and past experience. This helps you hire more confidently and holistically.
- ✅ Filter out low-effort applicants
WorkScreen automatically eliminates low-effort applicants who use AI Tools to apply, copy-paste answers, or rely on “one-click apply.” This way, you focus only on genuine, committed, and high-quality candidates—helping you avoid costly hiring mistakes.
- ✅ Hire faster and smarter
Save hours of manual screening, reduce bad hires, and improve the overall candidate experience.
After your job description attracts the right people, let WorkScreen take it from there.
FAQ
The most important skills go beyond fast typing. Look for:
- Written communication: Clear, concise, brand-appropriate messaging.
- Empathy: Ability to de-escalate frustration and make customers feel heard.
- Multitasking: Handling multiple conversations without losing accuracy.
- Problem-solving: Knowing when to troubleshoot versus when to escalate.
- Tech savviness: Comfort learning and using tools like Zendesk, Intercom, or Gorgias.
- Attention to detail: Small mistakes in chat can confuse or frustrate customers.
These skills ensure the agent not only answers questions, but also represents your brand well.
Salaries vary depending on location, industry, and experience. On average in the U.S., Chat Support Agents earn between $30,000–$45,000 per year (or roughly $15–$22/hour).
- Entry-level roles: Typically start around $28,000–$32,000/year.
- Experienced agents or SaaS roles: Can reach $40,000–$50,000/year, especially if performance bonuses or night shifts are included.
Companies outside the U.S. or fully remote roles may offer different ranges, so always benchmark locally.
While both roles support customers, chat support requires stronger written communication and multitasking skills (handling multiple chats at once). Phone agents rely more on verbal communication and tone control, whereas chat agents must convey empathy and clarity through text.
Common platforms include Zendesk, Intercom, Gorgias, Freshdesk, and LiveChat. Many companies also integrate chat with CRMs (like HubSpot or Salesforce) so agents can see customer history while responding.
Typical KPIs include:
- CSAT (Customer Satisfaction Score)
- First Response Time (FRT)
- Average Resolution Time
- Number of chats handled per shift
- Quality audits (accuracy, empathy, tone)
