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Remote Chat Email Jobs in California (NOW HIRING)

ReqRoute

Online Live Chat

San Jose, CA · Remote

$18 - $25/hr

Benefits & Perks Remote work from the comfort of your home Part-time scheduling options Flexible ... Special Instructions Please do not send any emails, resumes, or call. We are making it really easy ...

TEKsystems

Email Customer Service Reps

San Mateo, CA · Remote

$16/hr

This role is 90% email customer service and 10% chat. This team will specifically supporting Canada ... remote position. Application Deadline This position is anticipated to close on Aug 26, 2026. About ...

TEKsystems

Email Customer Service Reps

San Mateo, CA · Remote

$16/hr

This role is 90% email customer service and 10% chat. This team will specifically supporting Canada ... remote position. Application Deadline This position is anticipated to close on Aug 14, 2026. About ...

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All JobsChat Email JobsRemote Chat Email JobsRemote Chat Email Jobs in California

Remote Chat Email information

What is a remote chat email job?

Remote chat and email jobs are customer service or support positions that allow employees to assist customers via online chat platforms or through email communication, all while working from home or any remote location. These roles typically involve responding to customer inquiries, resolving issues, providing product information, and ensuring customer satisfaction without the need for phone calls. They are popular among individuals seeking flexible work arrangements and those who prefer written communication over verbal interaction.

What skills and qualifications are needed to thrive as a remote chat email support specialist?

To thrive as a Remote Chat Email Support Specialist, you need strong written communication skills, attention to detail, and a high school diploma or equivalent. Familiarity with customer support platforms like Zendesk, Freshdesk, or Salesforce, and basic computer proficiency are typically required. Patience, problem-solving abilities, and a customer-centric attitude help you stand out in this role. These skills ensure efficient, accurate, and empathetic customer support, which is vital for maintaining customer satisfaction and loyalty in a remote environment.

What are common challenges faced by remote chat email support specialists, and how can they be managed?

Remote Chat Email Support Specialists often face challenges such as managing high volumes of inquiries, maintaining clear and empathetic communication without face-to-face interaction, and adapting to various customer personalities and issues. Staying organized with ticketing systems, using templates for common queries, and actively participating in team meetings can help manage workload and improve response quality. Continuous learning about company products and regular feedback sessions with the team also contribute to personal growth and better customer support.

What is the difference between Remote Chat Email vs Remote Customer Support?

AspectRemote Chat EmailRemote Customer Support
Primary RoleHandling customer inquiries via chat and emailAssisting customers through various channels including phone, chat, and email
Required SkillsExcellent written communication, problem-solving, tech-savvyStrong communication, multitasking, technical knowledge
Work EnvironmentRemote, digital platforms, flexible hoursRemote or hybrid, customer service platforms, flexible hours
Common CertificationsNone mandatory, but customer service or communication courses helpfulCustomer service certifications beneficial

Remote Chat Email roles focus primarily on written communication via chat and email, often requiring quick responses and technical proficiency. Remote Customer Support roles may include a broader range of communication channels, including phone support, and often demand more diverse technical knowledge. Both roles are remote-friendly and industry-standard, but Remote Chat Email positions are more specialized in written digital communication.

What are popular job titles related to Remote Chat Email jobs in California?

For Remote Chat Email jobs in California, the most frequently searched job titles are:

What job categories do people searching Remote Chat Email jobs in California look for?

The top searched job categories for Remote Chat Email jobs in California are:

What cities in California are hiring for Remote Chat Email jobs?

Cities in California with the most Remote Chat Email job openings:

Remote Chat Email jobs near you
Infographic showing various Remote Chat Email job openings in California as of August 2026, with employment types broken down into 1% As Needed, 80% Full Time, 16% Part Time, and 3% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution.

Customer Support Operations Manager - Intercom & Fin AI

Vista Fulfillment Group

Santee, CA • Remote

$135K/yr

Full-time

Medical, Dental

Re-posted 13 days ago

Job description

Remote - United States Only

Full-Time | 40 Hours/Week

Reports To: COO

About the Role

Vista Fulfillment Group is hiring a full-time Customer Support Operations Manager - Intercom & Fin AI to lead our customer support team and improve the systems, workflows, and response times behind our customer service operation.

This is a remote position open to candidates located anywhere in the United States. The schedule is a standard 40-hour work week, Monday through Friday, with availability required during business hours from 9:00 AM to 5:00 PM.

This role is responsible for managing a team of approximately 10 customer support agents who handle customer tickets, refunds, disputes, order issues, phone support, email support, and Intercom chat support.

We are looking for a hands-on CS leader who can both manage people and improve systems.

Our current first response time averages around 48 hours. A major goal of this role is to reduce first response time to 12 hours ideally, and no later than 24 hours, while improving ticket quality, accountability, and SLA performance.

Key Responsibilities
  • Lead and manage a customer support team of approximately 10 agents handling tickets, refunds, disputes, order issues, chat, email, and phone support.
  • Monitor daily support performance, ticket queues, backlog, response times, resolution times, SLA compliance, quality standards, and agent productivity.
  • Reduce average first response time from approximately 24 hours to 12 hours ideally, and no later than 24 hours.
  • Build, improve, and manage Intercom workflows, routing rules, inbox structure, automations, tags, macros, reporting dashboards, team assignments, and escalation paths.
  • Lead the implementation of Fin AI, including flow design, AI response logic, help center content strategy, escalation rules, automation structure, and ongoing optimization.
  • Work with developers, consultants, or internal technical resources when needed to properly implement Fin AI, integrations, reporting, and automation improvements.
  • Analyze Intercom reports and support data to identify bottlenecks, agent performance issues, recurring customer problems, workflow gaps, and automation opportunities.
  • Create and maintain SOPs for ticket handling, refunds, disputes, escalations, SLA standards, phone support, chat support, and email support.
  • Train customer support agents on Intercom usage, Fin AI workflows, support quality expectations, communication standards, escalation procedures, and performance goals.
  • Review team performance and recommend staffing changes, coaching plans, disciplinary actions, promotions, or workflow adjustments to leadership.
  • Ensure support operations meet partner expectations and that SLA risks are identified and escalated quickly.
  • Work closely with the COO, operations team, fulfillment team, account management, and developers to improve customer experience and resolve recurring issues.

Requirements

Required Qualifications
  • Must be located in the United States.
  • Bachelor's degree required.
  • Experience managing customer support teams of at least 10 people.
  • Minimum 3 years of hands-on Intercom experience.
  • Minimum 3 years of hands-on experience with Fin AI, Intercom's AI agent, including setup, flow design, automation, and optimization.
  • Strong understanding of customer support KPIs, including first response time, resolution time, backlog, SLA compliance, CSAT, escalation volume, ticket volume, productivity, and quality assurance.
  • Experience managing chat, email, and phone support teams.
  • Ability to build and improve Intercom workflows, inbox rules, routing logic, macros, reports, automations, help center content, and escalation processes.
  • Technical comfort with basic APIs, webhooks, n8n, integrations, automation design, reporting exports, and data analysis.
  • Strong leadership skills with the ability to coach, train, hold agents accountable, and recommend team or workflow changes when needed.
  • Experience working with different stakeholders, including senior internal stakeholders.

Benefits

  • This is a full-time role with a salary of 60,000-80,000 USD/year, depending on experience, leadership background, Intercom expertise, Fin AI implementation experience, and technical ability.
  • Medical and dental benefits are available.

Apply