Job Title: Chat Support Agent
Location: Remote
Job Type: Full-Time
Department: Customer Support / Operations
Reports to: Customer Service Manager
About Eagle Eye Express
Eagle Eye Express is a trusted logistics and delivery company committed to providing fast, reliable, and professional transportation solutions for businesses and consumers. We specialize in last-mile delivery, route optimization, and exceptional customer service. Our mission is to ensure that every package arrives safely — and that every customer interaction reflects our dedication to efficiency, care, and excellence.
Job Summary
Eagle Eye Express is seeking a Remote Chat Support Agent to join our growing customer support team. In this role, you will be the first point of contact for customers via live chat and email, helping to answer questions, resolve delivery-related issues, and provide a seamless, positive experience.
The ideal candidate is tech-savvy, detail-oriented, and an excellent written communicator who enjoys helping others in a fast-paced virtual environment. You’ll collaborate with dispatch, logistics, and driver teams to provide timely updates, resolve concerns, and maintain high levels of customer satisfaction.
Key Responsibilities
Respond promptly to customer inquiries through live chat and email support channels
Provide accurate information regarding delivery status, order tracking, and company services
Resolve customer concerns efficiently and escalate complex issues when necessary
Maintain detailed and accurate records of all interactions in the company CRM system
Communicate professionally and clearly to ensure positive customer experiences
Collaborate with logistics and operations teams to provide delivery updates and coordinate solutions
Identify recurring issues and suggest improvements to enhance service quality
Uphold a customer-first mindset and represent the company with professionalism and empathy
Qualifications Required
High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
1–2 years of experience in customer service, chat/email support, or a similar remote role
Excellent written communication and typing skills (speed and accuracy)
Strong multitasking abilities and attention to detail
Proficiency with Microsoft Office and CRM or ticketing systems (e.g., Zendesk, Freshdesk)
Reliable internet connection and a quiet, professional remote workspace
Ability to stay calm, organized, and courteous under pressure
Preferred Qualifications
Experience in logistics, delivery services, or e-commerce support
Familiarity with dispatch or order-tracking systems
Bilingual in English and Spanish (a plus)
Previous experience in a high-volume chat or help desk environment
Why Join Us?
100% remote position with flexible scheduling
Competitive pay and benefits (health, dental, and vision coverage)
Paid time off and performance-based incentives
Supportive and collaborative remote team environment
Ongoing training and professional growth opportunities
Work with a company that values communication, accountability, and exceptional customer service
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