Customer Support - Chats and Tickets - Private Email Service

Remote - USA

Full Time Contract
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ModSquad provides on-demand customer support, content moderation, social media, and community management services globally.

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ModSquad has partnered with multiple top tier brands/clients across the globe and we need the best of the best in Chat and Ticket Customer Support!
Do you have a Chat and Ticket Customer Support background?Do you enjoy work-from-home and flexible schedules?ModSquad is seeking Mod Contractors to join our network! 
If you want the chance to work gigs on the coolest of client projects...then ModSquad is the place for you!! Our clients are strictly Top Tier whose product offerings and services are hip, contemporary and very current. You will instantly know who they are and very likely use them yourselves. Their customers expect the best service and support and that's where we come in. 
Our Mods bring super skills, a positive attitude and great vibe to project work everyday. Mods assist and guide customers to the right answers, solve concerns and are the GPS for customers to understand and optimize the best use of a client's product or services. Project gigs available now and more are on the horizon.
Do you enjoy researching technical issues? A private email service is looking for a tech savvy, fast paced, mod contractor who can do simultaneous tickets and live chat support in Zendesk.
We need you ASAP!
Project Hours (all times Pacific):Monday-Friday: 5:30 am - 6:30 pm Saturday and Sunday: 7:00 am - 2:00 pm
Hourly Rate:To be discussed at interview phase
Commitment:11 hours per week90 days (as needed)
Especially Seeking Availability (all times Pacific):Tuesday - 12:00 pm - 2:00 pm Wednesday - 5:30 am - 7:00 am Thursday - 5:30 am - 7:00 am and 11:00 am - 2:00 pm Friday - 12:00 pm - 3:00 pm
This is a very intense project at times with a lot of moving parts. Strong researching and troubleshooting skills are required.


  • Responding to customers requiring support with email service
  • Following approved processes and adhering to client guidelines
  • Providing thorough and accurate ticket and chat documentation for all interactions
  • Protecting and promoting client’s brand when communicating with customers
  • Keeping up to date on all product and support knowledge
  • Submitting timely shift reports detailing all activity from any shift
  • Forwarding customer feedback to the client via the proper channels
  • Assisting customers with advanced technical troubleshooting relating to email setup and delivery
  • Notifying client of any potential system issues uncovered during troubleshooting customer issues

What’s In It For You:

  • The potential to work with some of the coolest clients around the world like the NFL, Vimeo, and Topps! 
  • Flexible self-scheduling
  • Access to ‘Hot Gigs’ postings exclusive to the Mod Network
  • Work from home
  • Competitive hourly rate - Discussed during your first interview
  • Paid orientation

What We Are Looking For:

  • Familiarity with basic internet mail protocols (POP, IMAP) and their configuration
  • Proficiency with cloud-based service ticket tools (ZenDesk)
  • Ability to discuss, and research, technical information with a customer base that is mostly non-technical
  • Utilizing knowledge bases and other process documentation
  • Patience and composure at all times when facing customers
  • Knowledge/experience setting up and using email on many types of devices such as: iOS, Android, PC, Mac
  • Advanced proficiency with configuring and troubleshooting all relevant email protocols and clients
  • Positive attitude
  • Strong work ethic
  • Critical thinking is a MUST
  • Typing @ 45WPM or more
  • Must be able to work independently with no supervision
  • Reliable and able to assist with last minute shift swaps

WorkSpace Requirements:

  • Dedicated laptop or desktop computer with Windows 10 or above
  • PC that is able to handle multitasking with upwards of 10 tabs open at a time
  • Fast and reliable internet
  • Quality headset
  • Quiet workspace
  • Willingness to install MSQ security software and 2FA app on phone
***PRO TIP***: Take your time and make sure you do a thorough job in completing your application. Your responses should be grammatically correct and comprehensive. This will greatly increase the probability of scoring an interview!
Please note: A Chromebook is not sufficient for ModSquad projects.
Who is ModSquad?ModSquad is a global provider of managed digital engagement services. Our 10,000+ Mods chat with customers, moderate web content, manage communities, and buzz in social media for many of the world’s coolest brands, including the NFL, Zendesk, and Topps, to name a few. We bring companies closer to their customers than ever before. From global enterprises to international agencies to hip new startups, our clients have reaped the benefits of putting ModSquad's expertise to work. With experienced Mods available in 50+ languages in 70+ countries, we’re your squad for the digital world. 
ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.  
***Pay rates vary by client and are not negotiable. Rates will be disclosed during the interview process #workfromhome #freelance  #remote  #modsquad   #wearethemods  #customersupport  #emailsupport
Job region(s): North America
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