Frequently Asked Questions
You have questions. We have answers.
Right now, we're only able to hire in the following places:
- The United Kingdom
- Florida, USA
- Georgia, USA
- Tennessee, USA
- Texas, USA
Applying from a location not listed will prevent you from proceeding in our application process.
We won't bore you with details; we're simply not eligible to hire in every US state or outside of the U.K even though this a remote position.
Don't worry, though! This can change from time-to-time in order to meet the demands of our company needs. Please do check back and see if your location becomes eligible for hire.
You can also feel free to fill out one of our 'Connect' forms so we can hang onto your contact information in order to let you know if we end up hiring in your area.
That's a great question, and we appreciate your drive to show off your best! Our recruitment team has developed a blog to walk you through common issues we've found and how to avoid those.
Have a look here.
With our Live Chat Agent positions, you may notice there are various positions open in different regions.
If you are based in the UK, please be sure to apply only for a UK based position. Your location in the UK does not matter as this is a remote role.
If you are located in Florida, Georgia, Tennessee or Texas, please apply only to a US based role.
Typically, we aim to respond within two business days. At times, however, we do receive a higher volume of applicants meaning it can take a bit longer to get in touch.*
Regardless, you can rest assured that we will respond to your application no matter what and as soon as possible.
We require a minimum of 65 wpm with 97% accuracy to be eligible for our Live Chat Agent position. We also hold the expectation that our new agents will reach 80 wpm after training.
Why? Because response times are important. We want to ensure our agents can provide timely responses to our customers and live up to our award winning metrics.
Absolutely. This is a requirement for all of our agents.
Dual monitors allow our agents to successfully balance three concurrent chats while navigating their resources. If you are not able to meet this requirement, we are not able to proceed with your application.
Yes. Given the nature of our work, a reliable internet connection is non-negotiable. Being able to hardwire your internet connection is a requirement.
We're really big on setting our agents up for success by placing them on a team where their talents can shine. We're also big on work-life balance, so we ask for an availability that works with our open schedules.
Don't worry, though; you won't be working during this entire time frame, just within these hours. Once our agents are placed on a team, they enjoy the perks of set schedules that make planning outside of work easier.
We look for a lot in our applicants. We take what we do seriously and actively build a team with success in mind.
Successful applicants meet and display all of our standards:
- Excellent grammar
- The ability to have a friendly tone and engage over text
- Quick response times and great typing skills
- A solid work history with strong sales, lead generation and customer service skills
For more on this, check out our blog.
All of our team members are employees, not independent contractors.
Having conversations that matter is at the heart of our business, and that goes for our interviews too.
Ahead of your interview, take some time to look through our website and really learn what we do.
We also recommend reading our blog and taking some time to think about engagement and what that means over chat.
When the time comes, be on time and ready to let your personality shine! We really can't wait to speak with you.
Training is done within the first weeks of your start date, and the times are determined based on your time zone and availability/the availability of your trainer.
Our initial “Academy” which introduces you to The Chat Shop and your role, lasts for 1-2 days and will typically be within the hours of 1pm and 6pm UK local time.
Having questions is normal and we know there's a good chance we may not have covered all of yours here.
If you haven't applied yet, please don't hesitate to reach out by clicking on the chat button at the bottom of your screen. Our live chat agents are standing by and ready to speak with you. You can also reach out to us via the Join The Family portal.
If you've already submitted an application, shoot us a message via Join The Family Portal in response to your application, and we'll be in touch as soon as possible!