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Chat Support Agent Jobs in Remote, OR (NOW HIRING)

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Chat Support Agent information

See Remote, OR salary details

$10

$19

$30

How much do chat support agent jobs pay per hour?

As of Jul 6, 2026, the average hourly pay for chat support agent in Remote, OR is $19.05, according to ZipRecruiter salary data. Most workers in this role earn between $15.14 and $21.88 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Chat Support Agent, and why are they important?

To thrive as a Chat Support Agent, you need excellent written communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, live chat platforms, and ticketing systems is commonly required. Strong empathy, patience, and multitasking skills help agents deliver outstanding service while managing multiple conversations. These skills are crucial for ensuring efficient, accurate, and positive customer interactions that enhance satisfaction and loyalty.

What are chat support agents?

Chat support agents are customer service professionals who assist customers via online chat platforms. They help resolve inquiries, provide information about products or services, and troubleshoot issues in real-time. Chat support agents typically work for companies in a variety of industries, offering prompt and efficient support without the need for phone calls. Their goal is to ensure customer satisfaction by delivering accurate and helpful responses through written communication.

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

AspectChat Support AgentCustomer Service Representative
Primary RoleHandle customer inquiries via live chatAssist customers through phone, email, or in-person
Work EnvironmentOnline, remote or call centerCall centers, retail, or office settings
Required SkillsExcellent written communication, quick typingVerbal communication, problem-solving
Common CertificationsCustomer service or communication coursesCustomer service certifications often preferred

While both roles focus on assisting customers, Chat Support Agents primarily communicate through live chat platforms, emphasizing written skills. Customer Service Representatives may work via phone or in person, requiring strong verbal skills. Both roles are vital in customer support, but their work environments and communication methods differ.

What are some common challenges faced by Chat Support Agents, and how can they be managed effectively?

Chat Support Agents often encounter challenges such as handling multiple conversations simultaneously, managing high volumes of inquiries, and dealing with frustrated customers. To manage these effectively, agents benefit from strong organizational skills, the ability to prioritize tasks, and maintaining a calm, empathetic approach. Many companies provide training on multitasking and stress management, and agents often collaborate closely with team leads and technical specialists to resolve complex issues efficiently.
Chat Support Agent jobs near you
Infographic showing various Chat Support Agent job openings in Remote, OR as of July 2026, with employment types broken down into 93% Full Time, 4% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $39,625 per year, or $19.1 per hour.
Manager VPN with AI & Digital Operations

Manager VPN with AI & Digital Operations

Lumen Technologies

OR • Remote

Other

Medical, Life

Posted 8 days ago

Lumen Technologies rating

8.6

Company rating: 8.6 out of 10

Based on 103 frontline employees who took The Breakroom Quiz

5th of 80 rated telecommunications companies

Job description

Lumen is the trusted network for the AIpowered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, highperformance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you'll work on infrastructure customers rely on today and build for what's next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you're ready to take ownership, deliver meaningful impact, and help shape the future of AIready connectivity, join us today.

The Role

We are seeking a highly driven and results-oriented leader to manage VPN Service Delivery while also owning the strategy, ideation, and execution of AI, chat, and automation initiatives across the organization. This role is responsible for overseeing end-to-end VPN order delivery, ensuring first-time-right performance, and driving operational excellence through data-driven decision-making and continuous improvement. 

In addition to core service delivery responsibilities, this leader will spearhead digital transformation efforts by developing and scaling automation and AI-driven solutions, supported by disciplined delivery governance and operational analysis. The role requires a balance of hands-on execution and strategic leadership, including building and developing a high-performing team. Success will be measured by improvements in cycle time, cost efficiency, service quality, and adherence to Responsible AI and data governance standards within a fast-paced telecommunications environment. 

Location
This is a remote, work-from-home position. Candidates must reside in the United States.
The Main Responsibilities

Lead Service Delivery Operations 

  • Manage day-to-day VPN order delivery across multiple regions and customer segments 
  • Ensure timely, accurate provisioning aligned with customer SLAs and business goals 
  • Drive performance against key metrics including FTR (First Time Right), cycle time, and backlog health 

Drive Process Improvement & Automation 

  • Identify process gaps and lead initiatives to improve efficiency, quality, and scalability 
  • Champion automation and simplification efforts to reduce manual work and errors 
  • Partner with cross-functional teams to implement sustainable solutions 

Performance Management & Reporting 

  • Establish clear performance expectations and track team productivity and quality 
  • Analyze operational data to identify trends, risks, and opportunities 
  • Deliver executive-level reporting with actionable insights and recommendations 
  • Cross-Functional Leadership 
  • Collaborate closely with Design/TDG, Field Operations, Offnet/Build, and Customer Experience teams 
  • Act as a point of escalation for complex orders and customer-impacting issues 
  • Drive alignment across teams to ensure seamless order flow and issue resolution 
Continued...

AI & Chat Strategy, Ideation & Value Realization 

  • Build and maintain a prioritized AI/automation roadmap tied to business objectives (defect removal, cycle time, cost out, revenue enablement). 
  • Run structured ideation (workshops, office hours, intake) to capture highvalue chat use cases across business functions. 
  • Establish "value by design": define hypotheses, baselines, and target benefits for each use case (e.g., hours saved, cost avoided, NPS impact), and ensure every release has measurable outcomes. 
  • Translate ideas into clear user stories, success criteria, and risk/controls; create business cases with ROI, effort, and dependencies. 
  • Rapidly prototype chat/agent flows (prompts, intents, orchestrations) and lead pilot experiments; document reusable patterns and standards. 
  • Partner with Security, Compliance, and Data Governance to meet responsible AI standards (privacy, fairness, transparency) and regulatory obligations. 

Resource & Budget Management 

  • Build dashboards and operational scorecards (adoption, time saved, quality, compliance) to guide decisions and show value. 
  • Identify automation opportunities and policy/role changes needed to unlock impact; partner to implement and measure improvements. 

Innovation, Cost Reduction & Efficiency 

  • Lead crossfunctional Kaizen/Lean sprints to remove waste (handoffs, rework, queue time) and instrument processes for observability. 
  • Industrialize wins: standardize playbooks, reusable components, and reference architectures (e.g., agents, copilots, RPA, Power Platform). 
  • Achieve 18,000+ hours of efficiency improvement across the organization. 
Continued...

Delivery Excellence & Governance 

  • Operate a tight release cadence (backlog hygiene, Definition of Ready/Done, change management) with clear entry/exit criteria. 
  • Enforce quality gates (testing, security reviews, data quality) and manage operational readiness (runbooks, SLAs, oncall). 
  • Publish executiveready updates (milestones, benefits realized vs. target, risks/mitigations) and maintain auditready documentation. 

Change Management & Enablement 

  • Create lightweight enablement (playbooks, prompt libraries, short demos) that make chat solutions stick. 
  • Evangelize best practices; host "art of the possible" sessions and help teams become data guardians of their content for AI use. 
  • Coordinate with Security/Legal on responsible AI standards, access controls, and data classification. 

Stakeholder Leadership & Partnership 

  • Work closely with Operations leaders, Product owners, Engineering, Security, HR, and Finance to align roadmaps, budgets, and controls. 
  • Translate business priorities into technical work; resolve tradeoffs quickly with a bias to action and customer impact. 
  • Provide executiveready updates and evidence of impact; resolve blockers quickly and transparently. 

People, Culture & Leadership 

  • Lead, coach, and develop an inclusive, highperformance team to achieve individual and organizational goals. 
  • Set clear expectations, priorities, and performance standards aligned to business objectives. 
  • Conduct regular 1:1s, performance reviews, and development planning. 
  • Provide regular feedback, recognition, and career development support 
  • Identify skill gaps and enable training, mentoring, and career growth opportunities. 
  • Monitor workload, capacity, and team health to ensure sustainable performance. 
  • Cultivate a culture of experimentation with guardrails-failing fast, learning fast, scaling what works. 
  • Foster a culture of accountability, inclusion, and continuous improvement; recognize and reward strong performance and contributions.
What Success Looks Like
  • Drive significant (defined by department goals) reduction in delivery cycle time. 
  • Drive annualized cost reduction and avoidance. 
  • 100% adherence to Responsible AI and data governance controls. 
What We Look For in a Candidate
  • Minimum: Bachelor's Degree and 3+ years of related business operations management experience. 
  • Strong discipline in maintaining a usecase backlog and governance process from intake triage discovery pilot production, including readiness across security, privacy, and data access. 
  • Skilled at translating ideas into clear user stories with success criteria, risk/controls, ROI modeling, and dependency mapping. 
  • Promotes a culture of accountability, inclusion, and continuous improvement. 
  • Excellent collaboration and effective listening skills. 
  • Strong attention to detail and superior organizational skills. 
  • Proven ability to present information to various levels in organizations. 
  • Understanding of project management.
Compensation
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
Location Based Pay Ranges
$105,786 - $141,047 in these states: AL  AR  AZ  FL  GA  IA  ID  IN  KS  KY  LA  ME  MO  MS  MT  ND  NE  NM  OH  OK  PA  SC  SD  TN  UT  VT  WI  WV  WY 
$111,074 - $148,099 in these states: CO  HI  MI  MN  NC  NH  NV  OR  RI 
$116,364 - $155,152 in these states: AK  CA  CT  DC  DE  IL  MA  MD  NJ  NY  TX  VA  WA 
Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

  • Benefits
  • Bonus Structure

#LI-Remote

Requisition #: 341911

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AIfocused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes. 

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.  

To learn more about Life at Lumen and how we live the Lumen 8, please visit:  
https://jobs.lumen.com/global/en/life-at-lumen

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen's Global Employment Applicant and Talent Community Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

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About Lumen Technologies

Sourced by ZipRecruiter

Lumen Technologies, headquartered in Monroe, LA, US, is a leader in the telecommunications industry. The company provides an array of solutions ranging from voice, broadband, and video services for consumers, businesses, and governmental agencies. Additionally, they offer data management, cloud, network, and IT services for enterprise customers. Lumen Technologies was founded in 1930, originally as the Louisiana Long Distance Independent Telephone Company. The company’s mission is to further human progress through technology, promoting a robust digital ecosystem, which is reflective of their core values of trust, respect, and innovative problem-solving that aims to have a significant impact on their clients' businesses.

Industry

Media and telecom

Company size

10,000+ Employees

Headquarters location

Monroe, LA, US

Year founded

1968

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