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By clicking the ‘Send’ button you confirm that you have read and understood our Privacy Policy.
At The Chat Shop, we don’t just say “People are at the centre of our business” - we live and breathe it.
Our team is the backbone of our success, and we wouldn’t be where we are today without them. We’re not interested in scripted responses - we prioritise authentic and inspiring conversations. With our passionate and data-driven team, we know how to achieve business results through the art of conversation.
As live chat experts, we take pride in achieving a 99% customer satisfaction rate for our clients.
In short, we create “Conversations That Matter!”
Let us take you on a journey. It all started in 2011 when live chat was barely used by businesses. Fast forward a decade and we’ve proven that chatting with visitors on your website using conversational techniques can boost revenue and deliver an outstanding CX.
We’ve grown and adapted with the times, embracing remote work as an opportunity for employee engagement and development. Our company culture is reflected in how we interact with each other, our clients, and prospects. To maintain our high standards, we follow six core values.
Join us on our mission to improve customer interaction and conversion rates!
Growth
We dream big and stay open-minded. Innovation fuels us as we adapt to change. We strive to improve every day, keeping our skills sharp. We take risks, trust ourselves, and share our knowledge with others. When we face challenges, we step back and learn from them.
Collaboration
We are One Team, respecting each other's differences and leveraging them as superpowers. Bursting with fresh ideas, we ask great questions to make the right call. We bring out the best in each other and smash silos to find common ground. We never let anyone down.
Performance
We're obsessed with wowing our customers and our team is made up of all-stars. Our standards are sky-high and we're always on the ball. We're quick, flexible, and driven. When we make a plan, we execute it with precision. And we all share a common goal and take responsibility for it.
Joy
We love our brand and what we do.
Our positive vibes and clever humour make for a happy, engaged team. We celebrate every win and lift each other up.
Wellness
We inspire each other towards health and happiness, embracing resilience and breaking stigma by asking for help when needed. Together, we uplift each other with kindness through life's challenges.
Honesty
We build trust by being authentic. We speak our truth with respect and sensitivity. We seek out real feedback and receive it gracefully. We admit our mistakes and learn from them. We model the change we want to see.
Work remotely
from the comfort of your own home
Health and Wellbeing Support Plans that aim to explore support options available to team members and guide them towards helpful resources.
Career Development with curated development plans.
Virtual events: like annual Scavenger Hunts and Trivia Hours, bring our team members together and show their competitive and fun sides.
We prioritize employee well-being and offer Slack Interest Channels for team members to connect with those who share similar interests.
Employee Assistance Program that provides 24/7 counseling, financial, legal, and health-related resources and support, accessed through a convenient app.
As a small business, we value each team member's individuality and diversity. We celebrate equality by ensuring fair treatment regardless of religion, sexual orientation, race, nationality, age, sex, or gender identity.
Our interest-based Slack channels and employee engagement opportunities, like our annual Scavenger Hunt, allow us to show our authentic selves and celebrate talent and difference.
In 2021, we won Best Diversity and Inclusion Strategy at the Engage Awards and were UK National Contact Center finalists for Digital Team of the Year - a real accomplishment for a small business competing against larger organizations.
We are only eligible to hire within the UK or in certain US states.
We aim to respond to successful candidates within 2 business days, but due to the high volume of applications we receive, it may take longer. Please be patient with us while we give each application the careful consideration it deserves.
If you have not heard from us within a week of submitting your application, it’s likely that your application was unfortunately unsuccessful. We are unable to offer specific feedback due to the high volume of applications, but you’re welcome to reapply when another opportunity opens that interests you.
Response times are important to us. We want to ensure our agents can provide timely responses to our customers and live up to our award winning metrics. Taking a speed test helps us determine the candidate's level and how much improvement would be needed to be successful with us.
Successful applicants meet and display all of our standards:
The Chat Shop is a BYOD (bring your own device) business. You must provide your own work equipment.
Agents typically begin their shift 5 minutes before they’re due to start (to deliver a continuous service and the person ahead of them can sign-off.) They will end their shift 5 mins early (to wrap up any chats.) Some shifts might be on the quieter side, while others may have you busier than a bee – but you’ll be surrounded by a great team all the way.
Our agent operations are 24x7 and shift patterns are normally 3-6 hours long. It is possible to have more than one shift in a day, but you will have a break in between shifts. We ask that agents remain flexible as far as scheduling is concerned because of the 24/7 nature of the role. We also aim to be flexible around ongoing commitments if given ample notice.
Everyone undergoes professional development training in the form of quality assurance calls (agents), one on one meetings and Personal Development Plans to offer the support and coaching necessary to thrive in their roles. We implement a weekly QA process that reviews chats from the week prior and offers recognition for the great chats and constructive feedback for the chats that could do with some improvement. This balance of feedback helps agents capitalise on their strengths and work towards maintaining our standard of high-quality service.
Whenever possible, we open opportunities internally and have an internal recruitment process that allows for fair evaluation of anyone interested in the role. For our agents, we have a lot of internal movement in the form of promotions and lateral moves. In fact, all of our Team Managers started out as Live Chat Agents as well as many members of our current Operations team, so being a Live Chat Agent provides a solid foundation for growth within the business.
Thanks for your interest. We have no open positions at the moment but please check back in the future!
