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Chat Support Jobs in Baltimore, MD (NOW HIRING)

Wyndy LLC

Discover support in Columbia, MD

Columbia, MD · On-site

The Support Specialist will primarily work from our office in Columbia, MD, responding to customer inquiries via phone, email, and chat. They will ensure customer satisfaction by addressing concerns ...

Crisis24

Technical Support Specialist I

Annapolis, MD · On-site

Responsible for supporting customers' short-term and long-term satisfaction and retention. Location ... or chat from customers. * Resolve general inquiries or direct to other team members when ...

New

Crisis24

Customer Support Specialist I

Annapolis, MD · On-site

Responsible for supporting customers' short-term and long-term satisfaction and retention. Location ... and/or chat from customers. Resolve general inquiries or direct to other team members when ...

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Showing results 1-20

All JobsChat Support JobsChat Support Jobs in Baltimore, MD

Chat Support information

See Baltimore, MD salary details

$14

$25

$44

How much do chat support jobs pay per hour?

As of Aug 29, 2026, the average hourly pay for chat support in Baltimore, MD is $25.88, according to ZipRecruiter salary data. Most workers in this role earn between $19.09 and $28.17 per hour, depending on experience, location, and employer.

What is a chat support representative?

Chat Support representatives are professionals who assist customers through online chat platforms. They handle inquiries, resolve issues, provide information about products or services, and guide users through troubleshooting steps, all via text-based communication. Chat Support agents are often the first point of contact for customers needing help, and they play a crucial role in ensuring customer satisfaction by responding promptly and efficiently to messages. Their work may involve using specialized software to manage multiple conversations, access customer information, and escalate complex issues to higher-level support when necessary.

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

To thrive as a Chat Support representative, you need strong written communication skills, problem-solving abilities, and familiarity with customer service practices, often supported by a high school diploma or equivalent. Proficiency with live chat platforms, CRM systems, and ticketing tools is typically required. Patience, empathy, and the ability to multitask effectively help you stand out in handling diverse customer needs. These skills ensure efficient, accurate, and positive customer interactions, which are vital for customer satisfaction and retention.

What are some common challenges faced by chat support representatives, and how can they be managed effectively?

Chat support representatives often encounter challenges such as handling multiple conversations simultaneously, addressing complex customer issues without visual cues, and maintaining a friendly tone under pressure. To manage these effectively, it's important to develop strong multitasking skills, utilize knowledge bases or canned responses for efficiency, and practice patience and empathy during interactions. Regular training and open communication with teammates and supervisors also help in sharing best practices and troubleshooting difficult cases.

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

AspectChat SupportCustomer Service Representative
Primary RoleHandle customer inquiries via live chat platformsAssist customers through phone, email, or in-person interactions
Work EnvironmentOnline, computer-based, often remoteOffice, call center, or remote
Required SkillsTyping speed, written communication, problem-solvingVerbal communication, empathy, multitasking
Common CertificationsNone typically required, but customer service or communication courses helpCustomer service certifications may be preferred

Chat Support and Customer Service Representative roles both focus on assisting customers, but Chat Support specializes in online live chat interactions, while Customer Service Representatives may handle calls, emails, or in-person support. Both roles require strong communication skills, but Chat Support emphasizes written communication and quick typing, often in a remote setting. Understanding these differences helps job seekers find the right position aligned with their skills and preferences.

How do you become a chat support agent?

To become a chat support agent, candidates typically need a high school diploma or equivalent and strong communication skills. Customer service experience and familiarity with chat or messaging platforms are often preferred, and some employers may require basic computer skills or training on specific tools. Certification is not usually mandatory but can enhance job prospects.

What does a chat support job do?

A chat support job involves assisting customers through online messaging platforms by answering questions, resolving issues, and providing product or service information. It requires good communication skills, familiarity with chat tools, and the ability to handle multiple conversations simultaneously.

What are the most commonly searched types of Chat Support jobs in Baltimore, MD?

The most popular types of Chat Support jobs in Baltimore, MD are:

What are popular job titles related to Chat Support jobs in Baltimore, MD?

For Chat Support jobs in Baltimore, MD, the most frequently searched job titles are:

What job categories do people searching Chat Support jobs in Baltimore, MD look for?

The top searched job categories for Chat Support jobs in Baltimore, MD are:

What cities near Baltimore, MD are hiring for Chat Support jobs?

Cities near Baltimore, MD with the most Chat Support job openings:

Chat Support jobs near you
Infographic showing various Chat Support job openings in Baltimore, MD as of August 2026, with employment types broken down into 61% Full Time, 33% Part Time, and 6% Contract. Highlights an 94% In-person, and 6% Remote job distribution, with an average salary of $53,835 per year, or $25.9 per hour.

988 Text and Chat Manager (11845)

Baltimore Crisis Response, INC

Baltimore, MD • Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 2 days ago

New

Job description

988 Text and Chat Manager

Primarily Remote
$60,000–$70,000 Salaried
Full-Time | Monday–Friday | Day Shift
Travel: Up to 10%

Lead the Team. Strengthen Crisis Response. Make Every Connection Count.About Us

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

The Opportunity

CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline Call Center Manager to oversee the daily operations of our Chat and Text crisis services.

In this leadership role, you will ensure individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support. You will oversee staff performance, service levels, response times, queue management, staffing coverage, quality assurance, and compliance with 988 Suicide & Crisis Lifeline standards.

This position is ideal for a behavioral health leader who combines strong people-management skills with operational discipline and understands that behind every performance metric is a person seeking help during a critical moment.

What You’ll DoCall Center Operations
  • Oversee day-to-day operations of the 988 Chat and Text services.
  • Monitor service levels, response times, queue management, and staffing coverage.
  • Coordinate scheduling and workforce management to maintain appropriate coverage.
  • Ensure operations consistently meet established service expectations.
  • Partner with IT and external vendors to troubleshoot platform and technology issues.
Leadership & Staff Performance
  • Provide leadership, direction, and oversight to crisis services staff.
  • Monitor counselor performance using established quality assurance measures.
  • Establish clear expectations and reinforce accountability for service quality.
  • Develop corrective action plans and performance improvement strategies when necessary.
  • Support a professional, responsive, and trauma-informed crisis services environment.
Quality Assurance & Continuous Improvement
  • Review Chat and Text interactions to evaluate service quality and adherence to established protocols.
  • Monitor performance trends and identify opportunities to strengthen service delivery.
  • Ensure documentation standards are consistently maintained.
  • Use quality and operational information to inform coaching and performance improvement.
Compliance & 988 Standards
  • Ensure adherence to 988 Suicide & Crisis Lifeline policies, procedures, and performance standards.
  • Promote consistent application of crisis intervention protocols.
  • Maintain high standards for confidentiality, HIPAA compliance, and ethical service delivery.
  • Support organizational quality and compliance initiatives.

The position specifically includes responsibility for workforce coverage, platform functionality, transcript review, QA metrics, corrective action, documentation, and continuous service improvement.

What We’re Looking ForEducation
  • Bachelor’s degree in Counseling, Psychology, or a related field required.
  • A bachelor’s degree combined with equivalent crisis-services experience may also be considered.
Experience
  • Minimum of two (2) years of experience in crisis intervention or mental health services.
  • Minimum of one (1) year of supervisory or leadership experience.
  • Experience working in a crisis call center, 988 environment, or digital crisis-response setting is highly valued.
Skills & Competencies
  • Strong leadership and staff-management skills.
  • Excellent written communication skills.
  • Ability to effectively supervise crisis services delivered through digital communication.
  • Proficiency with digital communication platforms and electronic documentation.
  • Strong operational judgment and problem-solving abilities.
  • Ability to monitor performance metrics and translate findings into staff coaching and operational improvements.
  • Ability to remain composed and make sound decisions in high-pressure, crisis-related situations.
  • Commitment to person-centered and trauma-informed decision-making.
  • Bilingual abilities preferred.

The job description also requires flexibility to support nights and weekends when necessary despite the position's regular Monday–Friday day schedule.

Work Environment

Primarily Remote: This position operates remotely with some on-site training responsibilities.

Private Workspace: Remote work requires reliable internet connectivity and a private, quiet workspace suitable for confidential behavioral health operations.

Equipment Provided: CarePoint Response provides a laptop and headset.

Employees must maintain strict adherence to HIPAA and organizational confidentiality requirements.

Why Join CarePoint Response?

Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.

Dental & Vision Insurance

403(b) Retirement Plan

Vacation, Sick, Personal & Holiday Leave

Life Insurance & Long-Term Disability

Professional Development & Leadership Growth Opportunities

Collaborative, Mission-Driven Team Environment

Meaningful Work Supporting People During Their Most Critical Moments

Lead the Team Behind the Connection

Every Chat or Text interaction may represent someone reaching out during one of the most difficult moments of their life. As the 988 Suicide & Crisis Lifeline Call Center Manager, you’ll lead the people and systems responsible for making sure that connection is timely, compassionate, safe, and effective.

Apply today and help CarePoint Response strengthen the future of crisis response.

CarePoint Response, Inc. is an Equal Opportunity Employer.

Apply