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Work From Home Text Chat Jobs (NOW HIRING)

DeafLEAD

Chat and Text Workforce Manager

Columbia, MO · On-site +1

$60K - $65K/yr

Chat and Text Workforce Manager Organization: DeafLEAD Job Type: Full time, salaried (exempt ... Inventions Any invention created, in whole or in part, during your work hours, or from the use of ...

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How much do work from home text chat jobs pay per year?

As of Aug 17, 2026, the average yearly pay for work from home text chat in the United States is $58,520.00, according to ZipRecruiter salary data. Most workers in this role earn between $33,500.00 and $74,500.00 per year, depending on experience, location, and employer.

What are work from home text chat jobs?

Work from home text chat positions answer questions and provide support for customers through an online instant messaging system. Specific job duties for this remote, home-based position vary by industry. For example, you may provide technical support and guidance, accept and process retail orders, coach others, or perform the duties of a text chat operator as one part of a broader role. Work from home text chat jobs frequently involve responding in an upbeat and professional manner, obtaining detailed documentation from customers to track and log inquiries, memorizing information about your company's products and services, and helping customers have a positive experience.

What are some common challenges faced by work from home text chat agents, and how can they be managed?

Work From Home Text Chat agents often encounter challenges such as managing multiple conversations simultaneously, maintaining clear and friendly communication without nonverbal cues, and staying motivated in a remote environment. To overcome these, agents can use productivity tools to organize chats, follow company guidelines for tone and responses, and establish a dedicated workspace to minimize distractions. Regular team check-ins and training sessions also help agents stay connected and up-to-date with best practices.

What are the key skills and qualifications needed to thrive as a work from home text chat agent, and why are they important?

To succeed as a Work From Home Text Chat Agent, you need excellent written communication skills, fast and accurate typing, and a high school diploma or equivalent. Familiarity with customer service platforms, CRM systems, and live chat software is typically required. Strong multitasking abilities, attention to detail, and a customer-centric attitude help agents provide outstanding service remotely. These skills ensure efficient, accurate, and friendly support, which is crucial for customer satisfaction and retention in a virtual environment.

What is the difference between Work From Home Text Chat vs Customer Service Representative?

AspectWork From Home Text ChatCustomer Service Representative
CredentialsBasic computer skills, good communicationHigh school diploma or equivalent, customer service experience
Work EnvironmentRemote, home-basedRemote or in-office, depending on employer
Industry UsageCommon in online support, tech, retailRetail, telecom, finance, healthcare
Job NatureResponding via text/chat, providing info or supportHandling calls, emails, or chats, resolving customer issues

Work From Home Text Chat roles focus on online communication through chat platforms, requiring strong written skills. Customer Service Representatives may handle multiple communication channels, including calls and emails, often requiring more extensive customer service experience. Both roles are vital in remote support industries, but Work From Home Text Chat is more specialized in online text-based support.

What are work from home text chat jobs?

Work from home text chat jobs involve providing customer support or assistance through online chat platforms, rather than over the phone or in person. Employees in these roles typically answer questions, resolve issues, and offer product or service information to customers using instant messaging tools. These positions are popular for those seeking flexible, remote work opportunities, and they often require strong written communication skills, a reliable internet connection, and basic computer literacy. Many companies in industries like e-commerce, tech support, and online services hire text chat agents to handle customer inquiries efficiently.
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Work From Home Text Chat jobs near you
Infographic showing various Work From Home Text Chat job openings in the United States as of August 2026, with employment types broken down into 60% Full Time, 20% Part Time, and 20% Contract. Highlights an 5% In-person, and 95% Remote job distribution, with an average salary of $58,520 per year, or $28.1 per hour.

Chat and Text Workforce Manager

DeafLEAD

Columbia, MO • On-site, Remote

$60K - $65K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 5 days ago

Job description

Chat and Text Workforce Manager
Organization: DeafLEAD
Job Type: Full time, salaried (exempt)
Location: Remote
Reports To: Assistant Director of Workforce Management
Department: Chat and Text
Start Date: September 30th, 2026
Salary Range: $60,000 - $65,000 annually
*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.
Position Summary
DeafLEAD is seeking an experienced, compassionate Workforce Manager to lead the day-to-day workforce management operations of its 988 National Chat and Text service. This role supervises Workforce Specialists, oversees staff scheduling and coverage, monitors real-time staffing needs, and supports data-driven workforce planning to help ensure timely, professional, accessible, and trauma-informed service for people in crisis nationwide.
The manager works closely with Chat and Text operations leadership and the Assistant Director of Workforce Management to maintain coverage, strengthen staffing efficiency, meet 988 Lifeline requirements, and support consistent service delivery across a 24/7 operation.
About DeafLEAD
DeafLEAD is a nonprofit organization that provides crisis intervention services to Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+ individuals and their families in Missouri and nationwide. Our mission is to promote consumers' emotional and physical well-being in a safe and respectful environment using a consumer-centered, trauma-informed approach.
DeafLEAD provides services including crisis intervention, safety planning, legal, medical, and personal advocacy, case management, crisis videophone, text, chat, and hotline services, mental health services, training, and interpreting. Crisis services are available 24 hours a day, every day of the year.
Key Responsibilities
  • Follow DeafLEAD's policies and procedures.
  • Believe in DeafLEAD's philosophy and goals as stated in the Organization Summary.
  • Provide day-to-day leadership and oversight of workforce management operations for DeafLEAD's 988 Chat and Text programming.
  • Supervise, mentor, and support Workforce Specialists, including assigning work, providing feedback, monitoring performance, and ensuring accountability.
  • Oversee the development, maintenance, and execution of staff schedules to ensure appropriate coverage for Crisis Counselors, Senior Crisis Counselors, and Shift Supervisors.
  • Monitor staffing levels and service demands in real time and coordinate workforce adjustments to address coverage gaps, call-offs, and operational needs.
  • Review and approve scheduling changes, paid time off requests, shift swaps, and other workforce-related requests in accordance with organizational policies and operational requirements.
  • Ensure that the workforce scheduling system (UKG) is accurately maintained and reflects current staffing assignments, schedule changes, and coverage needs.
  • Analyze staffing data, scheduling trends, and operational metrics to identify risks, opportunities, and recommendations for improved workforce efficiency.
  • Support forecasting and workforce planning efforts by providing operational insights, staffing recommendations, and trend analysis to the Assistant Director of Workforce Management.
  • Coordinate implementation of coverage requirements and staffing adjustments communicated by Vibrant Emotional Health or other stakeholders.
  • Develop and maintain workforce management reports, dashboards, and operational tracking tools to support decision-making and service delivery.
  • Serve as the primary escalation point for complex scheduling and coverage issues before referral to the Assistant Director of Workforce Management.
  • Collaborate closely with Chat and Text operations leadership to ensure workforce strategies support service quality, answer rate goals, and operational performance.
  • Participate in the rotation of on-call managers for Chat and Text Services.
  • Notify child abuse services when appropriate.
  • Notify emergency services for intervention when appropriate.
  • Successfully complete all Lifeline required trainings annually, as well as other trainings and certifications assigned.
  • Other duties as assigned.

Qualifications
  • Must complete all required crisis line trainings (minimum 100 hours) upon hire (see Training section below).
  • Must be at least 18 years of age and able to pass a background check.
  • American Sign Language (ASL) fluency is preferred but not required.
  • Bachelor's degree in psychology, social work, nonprofit management, business administration, data analytics, or a related field preferred, but not required.
  • Minimum of 2 years of workforce management, scheduling, operations, or related experience required, preferably in a high-volume or time-sensitive environment.
  • Minimum of 1 year of supervisory, team-lead, or management experience required.
  • Minimum of 1 year of crisis line experience or experience in a high-volume service environment required, including familiarity with service metrics, staffing expectations, or operational performance standards.
  • Demonstrated ability to supervise, coach, and develop staff while maintaining accountability and supporting professional growth.
  • Demonstrated ability to manage workforce operations, including scheduling, staffing adjustments, paid time off administration, and real-time coverage management.
  • Strong analytical skills with the ability to interpret workforce data, staffing trends, and operational metrics to support decision-making.
  • Experience using workforce management, scheduling, or HRIS systems to manage staffing operations and maintain accurate workforce records.
  • Ability to identify staffing risks, evaluate operational impacts, and recommend practical solutions that support service delivery.
  • Strong attention to detail and ability to maintain accuracy in schedules, reports, workforce systems, and operational data.
  • Ability to prioritize competing demands and make timely decisions in a fast-paced, high-accountability environment.
  • Demonstrated ability to manage escalated scheduling and staffing issues while maintaining professionalism, fairness, and consistency.
  • Strong written and verbal communication skills, including the ability to communicate workforce decisions, expectations, and operational updates clearly and professionally.
  • Ability to work effectively and respectfully with people of varied backgrounds, identities, cultures, communication preferences, and abilities, including navigating staffing conflicts and maintaining professionalism during challenging situations.
  • Ability to remain calm and make sound decisions during periods of high demand, staffing shortages, or rapidly changing operational conditions.
  • Ability to demonstrate empathy while balancing staff needs with operational requirements and service expectations.
  • Proficiency with workplace technology, including UKG, Microsoft Teams, SharePoint, Zoom, Microsoft Excel, and web-based service platforms, with the ability to navigate multiple systems simultaneously.
  • Access to reliable internet and a desktop or laptop computer that can utilize Zoom and a web browser simultaneously (Google Chrome recommended).
  • Access to a private, secure workspace that ensures confidentiality, privacy, and freedom from external distractions.

Compensation
  • Annual salary ranges between $60,000 - $65,000based on education and previous experience.*
  • Health, vision, and dental insurance
  • 401(k) retirement
  • Paid Time Off (sick, holiday, vacation, and personal)

*External hires are usually brought on to DeafLEAD between the minimum to midpoint of the posted salary range depending on a combination of education, qualifications, internal equity, and the budgeted amount for the role.
Work Environment
DeafLEAD is committed to creating an inclusive and accessible work environment. This role requires empathy, adaptability, and cultural awareness, particularly in supporting employees who are Deaf, Hard of Hearing, Late-Deafened, DeafBlind, DeafDisabled, and Deaf+.
Confidentiality and Nondisclosure of Trade Secret
As a condition of employment, DeafLEAD employees are required to protect the confidentiality of DeafLEAD trade secrets, proprietary information, and confidential commercially sensitive information (i.e. financial or sales records/reports, marketing or business strategies/plans, product development, customer lists, patents, trademarks, etc.) related to DeafLEAD. Access to this information should be limited to a "need to know" basis and should not be used for personal benefit, disclosed, or released without prior authorization from management.
If you have information that leads you to suspect that employees are sharing such information in violation of this policy and/or competitors are obtaining such information, you are required to inform DeafLEAD's PEO partner.
Violation of this policy may result in disciplinary action up to and including termination and may subject the violator to civil liability.
Inventions
Any invention created, in whole or in part, during your work hours, or from the use of equipment or facilities belonging to DeafLEAD and DeafLEAD's PEO partner, is a "work for hire" and is the property of DeafLEAD.
If you intend to develop and maintain property rights to any invention that relates in any way to products or services of DeafLEAD, you are required to obtain a written waiver of this policy, signed by both you and the CEO of DeafLEAD.
DeafLEAD is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
DeafLEAD hires remote candidates in the following states:
AL, AZ, AK, CO, DC, FL, GA, IN, IA, KS, KY, LA, MD, MI, MN, MS, MO, NV, NJ, NM, NC, OK, PA, SC, TN, TX, UT, VT, VA, WI.

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