WFH Live Chat Support Agent - (Day and Night… at IFA Paris · San…

WFH LIVE CHAT SUPPORT AGENT - (DAY AND NIGHT SHIFT) — IFA PARIS Location: International / San Francisco, CA / New York City, NY / Columbus, OH / Albuquerque, NM / New Orleans, LA / Las Vegas, NV · Visa sponsorship: no ## About IFA Paris IFA Paris is an international fashion design and luxury business school with campuses in Shanghai, Paris, and Istanbul. We offer Bachelor and Master/MBA programs, as well as short and summer courses across fashion design, marketing, sustainability, visual merchandising, luxury, media, and fashion technology—supported by a growing online distance learning platform. ## Role Overview As a Work-From-Home (WFH) Live Chat Support Agent, you will be a front-line point of contact for prospective students, applicants, and members of our global community. You’ll provide fast, accurate, and friendly support via live chat during both day and night shifts, helping users navigate programs, online learning, and common website or account questions. This role is ideal for early-career candidates who enjoy helping people, working in a high-volume chat environment, and using technology to deliver excellent service. ## Location Remote (WFH). This role is open to candidates located in San Francisco, CA; New York City, NY; Columbus, OH; Albuquerque, NM; New Orleans, LA; Las Vegas, NV; and internationally. ## Shift Coverage * Day and Night Shift openings available * Schedules may include weekends/holidays depending on coverage needs * Reliable availability for assigned shift is essential due to global time zones ## What You’ll Do * Respond to inbound live chat inquiries from prospective students and website visitors with a professional, welcoming tone * Provide accurate information and guidance on IFA Paris programs (Bachelor, Master/MBA, Foundation, Short Courses, Summer Courses) and online distance learning options * Assist users with common navigation and account-related issues (e.g., finding program pages, understanding next steps, basic troubleshooting for access and forms) * Triage questions efficiently, identify intent, and route/escalate complex cases to the appropriate internal teams (Admissions, Student Services, IT, Finance) with clear context * Maintain high-quality documentation in internal systems (chat tags, summaries, dispositions, and follow-up notes) to ensure continuity of service * Handle multiple chats concurrently while maintaining accuracy, empathy, and response-time targets * Identify recurring questions and propose improvements to macros, FAQs, and knowledge base content * Support service quality by following scripts/guidelines while adapting to each user’s needs and cultural context ## Required Skills & Qualifications * 0–2 years of experience in customer support, live chat, contact center, or a service role (education, e-commerce, technology, media & telecom, or related industries) * Excellent written communication skills with strong grammar, clarity, and a customer-first mindset * Comfort working with technology and web-based tools (CRM, ticketing systems, chat platforms, knowledge bases) * Strong organization and attention to detail (accurate logging, correct routing, consistent follow-through) * Ability to stay calm and effective in a fast-paced, high-volume environment * Basic analytical skills (e.g., spotting trends in inquiries, categorizing issues, using simple metrics to improve responses) * Reliable internet connection and a quiet, professional work environment suitable for WFH ## Nice to Have * Experience supporting education services, admissions, or student-facing operations * Familiarity with data analysis concepts (e.g., chat volume patterns, response-time tracking, conversion/support funnel insights) * Exposure to technology, media & telecom environments and related customer support workflows * Interest in AI-enabled support tools (e.g., intent detection, smart routing, summarization); familiarity with computer vision concepts is a plus but not required * Additional language skills to support a global audience ## What Success Looks Like * Visitors receive fast, accurate, and friendly support that reflects IFA Paris’ brand and global community * Chats are handled efficiently with strong first-contact resolution and appropriate escalation when needed * Documentation is consistently clear, complete, and actionable for downstream teams * Common questions are reduced over time through improved macros, FAQs, and knowledge content * Service levels are met across both day and night coverage with dependable attendance and shift reliability ## Work Environment * Fully remote, chat-first support role * Collaborative, service-oriented team with structured processes and continuous improvement * Work involves repetitive inquiry types as well as unique cases requiring judgment and careful communication * May include peak periods aligned with enrollment cycles, launches, and campaign activity