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We are seeking a compassionate, professional, and detail-oriented Chat Support Agent to join our growing remote team at Positive Behavior Steps. As the first point of digital contact for our clients, families, and partners, you will play a vital role in delivering timely, accurate, and empathetic support through our live chat platform. Your communication skills and genuine passion for helping others will directly reflect the mission and values of our organization.

Location: United States (Remote)

Key Responsibilities

Respond promptly and professionally to inbound client and family inquiries via live chat
Provide accurate information about Positive Behavior Steps' programs, services, and support offerings
Assist clients and families with appointment scheduling, service inquiries, and program navigation
Resolve client concerns and complaints with empathy, patience, and professionalism
Accurately document all chat interactions and maintain up-to-date client records in the CRM system
Coordinate with clinical, administrative, and operations teams to escalate and resolve complex client needs
Follow up with clients to confirm resolution and ensure overall satisfaction
Maintain up-to-date knowledge of Positive Behavior Steps' programs, policies, and behavioral health resources
Identify opportunities to improve the client experience and communicate feedback to management
Handle all client information with the highest level of confidentiality and in compliance with HIPAA and applicable privacy regulations
Meet or exceed performance targets including response time, resolution rate, and client satisfaction scores
Provide additional administrative support to the team as required

Qualifications & Skills

High school diploma or equivalent required; degree or certification in healthcare, behavioral health, communications, or a related field is a plus
1–2 years of experience in customer service, chat support, or a healthcare related role preferred
Excellent written communication skills with a warm, empathetic, and professional tone
Strong multitasking ability with the capacity to manage multiple chat conversations simultaneously
Proficiency with live chat platforms, CRM software, and Microsoft Office Suite
Knowledge of behavioral health, mental health, or social services is highly desirable
Strong problem-solving skills with a genuine passion for client satisfaction and well-being
Comfortable discussing behavioral health topics in a professional, sensitive, and supportive manner
Reliable, self-motivated, and able to work independently in a remote environment
Ability to handle sensitive client information with discretion and in full compliance with HIPAA standards
Genuine passion for making a positive impact in the behavioral health community
Bilingual skills are a welcome bonus

What We Offer

Competitive salary with performance-based incentives
Comprehensive health, dental, and vision benefits package
Paid time off and company holidays
Flexible remote work schedule
Specialized training and onboarding support in behavioral health operations
Opportunities for career growth and advancement within the organization
A compassionate, inclusive, and mission-driven work environment
Ongoing professional development and continuing education opportunities
Employee wellness programs and work-life balance initiatives

Equal Opportunity Employer

Positive Behavior Steps is proud to be 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, age, disability, veteran status, or any other legally protected characteristic. We are committed to fostering a diverse, equitable, and inclusive workplace where every team member feels valued, respected, and empowered to make a meaningful difference in the lives of those we serve.

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Apply for Chat Support Agent at PBX Steps