Live Chat Support Assistant
Employer not named by the sourceRemote
Frontier is not the employer and does not collect applications.
About this role
Twitter, Customer Support, Virtual Assistant, Social Media Management, Customer Experience, Chatbot, Sprout · I need a sharp, personable virtual assistant to handle real-time chat enquiries that come through our social media channels—mainly Facebook Messenger, Instagram DMs and X/Twitter. Your primary focus is to keep the conversation flowing: answer product questions, resolve simple issues, and flag anything you can’t solve so it reaches the right teammate fast.
Customer service instincts and clear written English are non-negotiable. Because the chat lives inside social feeds, familiarity with tools such as Meta Business Suite, Sprout, Hootsuite or similar will help you juggle several threads at once and keep response times tight.
Coverage runs Monday–Friday in two blocks, 9 am–1 pm and 5 pm–9 pm GMT. During those hours no message should wait more than two minutes for a reply—that metric is how I gauge success.
Deliverables • Live social-media chat coverage during agreed hours • End-of-shift log summarising questions answered, issues escalated and insights gathered • Weekly report highlighting recurring customer pain points and suggested fixes
Acceptance criteria • Average response time ≤ 2 minutes • CSAT score ≥ 90 % from in-chat micro-surveys • All escalations correctly t