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Chat Agent Jobs in Massachusetts (NOW HIRING)

Lila Sciences

Associate Director, App

Cambridge, MA · On-site

A point of view on what "good" looks like for chat, agent, and copilot experiences - and how to evolve it as the underlying models improve. * Cloud & DevOps depth: Familiarity with AWS, Kubernetes ...

Lila Sciences

Associate Director, App

Cambridge, MA

A point of view on what "good" looks like for chat, agent, and copilot experiences - and how to evolve it as the underlying models improve. * Cloud & DevOps depth: Familiarity with AWS, Kubernetes ...

New

Greenfield Savings Bank

Contact Center Agent I

Greenfield, MA · On-site

$15 - $20.50/hr

CC Agent Position The CC Agent will perform platform duties as required to ensure smooth Contact ... through chat, social media, or Interactive Teller Machine (ITM). * Contributes to building a ...

Greenfield Savings

Contact Center Agent I

Turners Falls, MA · On-site

$15 - $20.50/hr

The CC Agent will perform platform duties as required to ensure smooth Contact Center operations ... through chat, social media, or Interactive Teller Machine (ITM). * Contributes to building a ...

Route 24 Auto Group

BDC Service Agent

Dartmouth, MA · On-site

$15.25 - $20.25/hr

BDC Service Agent Job Code: Department: BDC Department #: 0003 Reports To: BDC Manager/Director ... chat conversations. The intension is to help the Service Department provide high quality lead ...

Klaviyo

Senior Software Engineer, Customer Agent

Boston, MA · On-site

$133K - $175K/yr

... like chat, email, SMS, and beyond. We operate with high ownership, rapid iteration cycles, and a ... our agent experiences, and helping define how AI-powered customer engagement evolves at Klaviyo.

Klaviyo

Senior Software Engineer - Customer Agent

Boston, MA · On-site

$133K - $175K/yr

... like chat, email, SMS, and beyond. We operate with high ownership, rapid iteration cycles, and a ... our agent experiences, and helping define how AI-powered customer engagement evolves at Klaviyo.

Klaviyo

Senior Software Engineer - Customer Agent

Boston, MA · On-site

$133K - $175K/yr

... like chat, email, SMS, and beyond. We operate with high ownership, rapid iteration cycles, and a ... our agent experiences, and helping define how AI-powered customer engagement evolves at Klaviyo.

Klaviyo

Senior Software Engineer, Customer Agent

Boston, MA · On-site

$133K - $175K/yr

... like chat, email, SMS, and beyond. We operate with high ownership, rapid iteration cycles, and a ... our agent experiences, and helping define how AI-powered customer engagement evolves at Klaviyo.

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All JobsChat Agent JobsChat Agent Jobs in Massachusetts

Chat Agent information

See Massachusetts salary details

$5

$18

$27

How much do chat agent jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for chat agent in Massachusetts is $18.73, according to ZipRecruiter salary data. Most workers in this role earn between $15.77 and $21.01 per hour, depending on experience, location, and employer.

What is a chat agent?

Chat Agents are customer service professionals who assist customers through online chat platforms. They handle inquiries, provide information about products or services, troubleshoot issues, and resolve customer concerns in real time. Chat Agents typically work for businesses in industries like e-commerce, technology, and telecommunications. Their main goal is to ensure customer satisfaction by delivering quick and accurate responses through text-based communication.

What does a chat agent do?

A chat agent works with customers to answer questions and provide real-time support for their concerns. In this career, you may work strictly with sales or troubleshoot technical issues. Your responsibilities include responding quickly through live chat and providing courteous and professional customer service. Your duties also typically involve email communication for following up with help tickets. You often train users on the correct use of a product or help them do minor repairs on their own. As a chat agent, you usually work in an office or call center with other team members.

What are the key skills and qualifications needed to thrive as a chat agent?

To thrive as a Chat Agent, you need excellent written communication skills, strong problem-solving abilities, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) platforms, live chat software, and typing proficiency are typically required. Patience, active listening, and adaptability help build rapport and efficiently address diverse customer concerns. These skills are crucial for delivering prompt, accurate, and positive customer experiences in a digital environment.

How does a chat agent typically collaborate with other departments to resolve customer inquiries?

Chat Agents often act as the first point of contact for customers, but resolving certain inquiries may require close collaboration with other departments, such as technical support, billing, or sales. It's common for Chat Agents to escalate complex issues or coordinate with subject matter experts to ensure customers receive accurate and timely solutions. Effective communication and documentation are key, as agents must relay customer concerns clearly and follow up on the status of escalated cases. This collaborative environment helps build a supportive team culture and ensures high-quality customer service.

What is the difference between Chat Agent vs Customer Service Representative?

AspectChat AgentCustomer Service Representative
CredentialsHigh school diploma or equivalent; training in chat softwareHigh school diploma or equivalent; training in customer service skills
Work EnvironmentOnline, remote or call center settings, primarily via chat platformsCall centers, retail stores, or office settings, via phone or in person
Industry UsageCommon in e-commerce, tech support, and online services

Chat Agents primarily handle customer inquiries through online chat platforms, focusing on quick, written communication. Customer Service Representatives may work via phone, in person, or chat, providing broader support. While both roles require strong communication skills, Chat Agents specialize in digital, text-based interactions, often in online environments, whereas Customer Service Reps may handle a wider range of customer issues across multiple channels.

How do you become a chat agent?

To become a chat agent, candidates typically need strong communication skills, basic computer literacy, and the ability to handle multiple conversations simultaneously. Many employers require a high school diploma or equivalent, and some may prefer prior customer service experience or familiarity with chat platforms and tools. Training is often provided by the employer after hiring.
More about Chat Agent jobs

What are the most commonly searched types of Chat Agent jobs in Massachusetts?

The most popular types of Chat Agent jobs in Massachusetts are:

What are popular job titles related to Chat Agent jobs in Massachusetts?

For Chat Agent jobs in Massachusetts, the most frequently searched job titles are:

What job categories do people searching Chat Agent jobs in Massachusetts look for?

The top searched job categories for Chat Agent jobs in Massachusetts are:

What cities in Massachusetts are hiring for Chat Agent jobs?

Cities in Massachusetts with the most Chat Agent job openings:

Chat Agent jobs near you
Infographic showing various Chat Agent job openings in Massachusetts as of August 2026, with employment types broken down into 81% Full Time, 14% Part Time, and 5% Contract. Highlights an 86% In-person, and 14% Remote job distribution, with an average salary of $38,950 per year, or $18.7 per hour.

Associate Director, App

Lila Sciences

Cambridge, MA • On-site

Full-time

Medical, Dental, Vision, Life

Posted 4 days ago

Job description

Your Impact at LILA
Scientists shouldn't have to context-switch between a dozen tools to go from hypothesis to result. We're building the platform that makes this a reality - and we need engineering leaders who want to build the team that solves problems no one has solved before.
We're hiring an Associate Director of Engineering, Application Team to lead the engineers designing the agents, interfaces, and platform integrations that let researchers seamlessly collaborate with AI.
About The Team
The Application Team sits at the center of LILA - the integration point where Machine Learning, Life Sciences, Physical Sciences, and Software become one AI-native experience that carries a scientist from hypothesis to experiment to breakthrough results.
  • AI isn't a feature here - it's the architecture. Agent frameworks, tools, and LLM orchestration are core primitives, not bolt-ons.
  • The problems are genuinely hard. Connecting AI to automated lab workflows, ML pipelines, and multi-domain knowledge graphs means inventing patterns, not copying them.
  • You'll lead engineers who learn domains they never expected. Working shoulder-to-shoulder with lab scientists and ML engineers means your team's technical surface area grows fast.
  • Your team ships things that matter. The tools they build accelerate research timelines from months to days.

If you want to lead at the intersection of AI and science, move fast, and grow the kind of team that can architect systems that don't exist yet - we want to talk.
What You'll Be Building
  • Team Leadership: Build, mentor, and manage a high-performing team of 8-10 engineers spanning full-stack, agent, and platform expertise. Foster a culture of collaboration, ownership, and continuous improvement; conduct performance reviews, provide feedback, and identify opportunities for growth. Manage team workload, prioritize projects, and ensure timely delivery of high-quality solutions.
  • Technical Strategy & Execution: Define and execute the technical roadmap for LILA's application layer aligning with LILA's broader AI and product strategy. Drive innovation in how scientists interact with AI-driven systems.
  • Product Delivery: Own end-to-end delivery of the application platform - chat, agents, artifacts, and the integrations connecting them to lab workflows and ML pipelines - ensuring reliability, performance, and security across everything the team ships.
  • Cross-Functional Collaboration: Partner with ML researchers, scientists, product managers, and other engineering leaders to understand scientific workflows and translate them into product capabilities. Communicate technical concepts effectively to both technical and non-technical audiences; manage expectations and ensure alignment across teams.
  • Engineering Thought Leadership: Represent LILA's applied-AI work externally through conferences, presentations, and writing - helping attract top talent and establishing LILA's leadership at the intersection of AI and science.

What You'll Need To Succeed
  • Bachelor's or Master's degree in Computer Science, Engineering, or related field.
  • 12+ years of engineering experience building and deploying large-scale production systems, with 5+ years leading senior engineers.
  • Track record of building and growing high-performing engineering teams in high-growth or early-stage environments where speed-to-value mattered as much as long-term architecture.
  • Deep technical judgment on Applied AI (agents, MCP, context engineering) and across the full stack (React, TypeScript, Python, FastAPI, SQL/NoSQL, AWS, Kubernetes).
  • Hands-on experience - personally and on the teams you've led - using AI coding assistants and agentic tooling to drive productivity.
  • Proven ability to define technical strategy, drive it to execution, and balance trade-offs between scalability, performance, delivery speed, and maintainability.
  • Acute listening skills and a proven track record of partnering cross-functionally with scientists, ML engineers, product, and design; able to explain complex ideas to diverse audiences.

Bonus Points For
  • Applied AI Engineering leadership: Experience shipping products built on AI agents, graph-based workflows, tool-use protocols (MCP), RAG pipelines, or LLM orchestration frameworks.
  • AI-native product intuition: A point of view on what "good" looks like for chat, agent, and copilot experiences - and how to evolve it as the underlying models improve.
  • Cloud & DevOps depth: Familiarity with AWS, Kubernetes, infrastructure-as-code (Terraform, CloudFormation), and CI/CD (GitHub Actions).
  • Thought leadership in the applied-AI community via conference talks, blog posts, or open source.
  • Scientific domain exposure: Experience with laboratory software, analytics for life sciences or material sciences, or adjacent scientific computing domains.

Compensation
We offer competitive base compensation with bonus potential and generous early-stage equity. Your final offer will reflect your background, expertise, and expected impact.
U.S. Benefits. Full-time U.S. employees receive a comprehensive benefits program including medical, dental, and vision coverage; employer-paid life and disability insurance; flexible time off with generous company wide holidays; paid parental leave; an educational assistance program; commuter benefits, including bike share memberships for office based employees; and a company subsidized lunch program.
International Benefits. Full-time employees outside the U.S. receive a comprehensive benefits program tailored to their region. USD salary ranges apply only to U.S.-based positions; international salaries are set to local market.
Expected Base Salary Range
$204,000-$306,000 USD
About LILA
Lila Sciences is building Scientific Superintelligence™ to solve humankind's greatest challenges. We believe science is the most inspiring frontier for AI. Rather than hard-coding expert knowledge into tools, LILA builds systems that can learn for themselves.
LILA combines advanced AI models with proprietary AI Science Factory™ instruments into an operating system for science that executes the entire scientific method autonomously, accelerating discovery at unprecedented speed, scale, and impact across medicine, materials, and energy. Learn more at www.lila.ai.
Guided by our core values of truth, trust, curiosity, grit, and velocity, we move with startup speed while tackling problems of historic importance. If this sounds like an environment you'd love to work in, even if you don't meet every qualification listed above, we encourage you to apply.
We're All In
Lila Sciences is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Information you provide during your application process will be handled in accordance with our Candidate Privacy Policy.
A Note to Agencies
Lila Sciences does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to Lila Sciences or its employees is strictly prohibited unless contacted directly by Lila Science's internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of Lila Sciences, and Lila Sciences will not owe any referral or other fees with respect thereto.

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