Chat Support Agent (Remote)

About the role

Positive Behavior Steps is looking for a compassionate and detail‑oriented Chat Support Agent to be the first digital point of contact for clients, families, and partners. Working remotely, you will provide timely, accurate, and empathetic assistance through our live chat platform, helping users navigate behavioral health programs and services.

Key responsibilities

• Respond promptly and professionally to inbound chat inquiries.
• Provide accurate information about programs, services, and support offerings.
• Assist with appointment scheduling, service questions, and program navigation.
• Resolve concerns and complaints with empathy and professionalism.
• Document all interactions and maintain up‑to‑date client records in the CRM.
• Escalate complex issues to clinical, administrative, or operations teams.
• Follow up to confirm resolution and ensure client satisfaction.
• Identify improvement opportunities and share feedback with management.

Required profile

• High school diploma or equivalent; higher education in healthcare, communications, or related field is a plus.
• 1–2 years of customer service, chat support, or healthcare‑related experience.
• Excellent written communication with a warm, professional tone.
• Ability to handle sensitive information in compliance with HIPAA.
• Self‑motivated, reliable, and comfortable working independently.

Required skills

• Proficiency with live chat platforms.
• Experience using CRM software.
• Strong command of Microsoft Office Suite.

What we offer

• Competitive salary with performance‑based incentives.
• Comprehensive health, dental, and vision benefits.
• Paid time off and company holidays.
• Flexible remote work schedule.