Digital Chat Assistant

Are you passionate about helping customers and shaping delightful efficient support experiences Do you thrive in fast-paced technology-driven environments If yes were looking for you! As a Digital Chat Assistant youll be the front line for our customers via real-time chat delivering accurate answers solving problems and capturing insights that help us improve our products and services.

About the Role In this opportunity as a Digital Chat Assistant you will:

• Identify lead-generation opportunities during chats and route/tag qualified prospects to the BDR team via Salesforce following consent and privacy best practices.
• Handle real-time customer chats to resolve product billing and account inquiries with empathy and clarity.
• Diagnose issues provide step-by-step guidance and escalate complex cases with complete actionable notes.
• Use our CRM and ticketing tools to log in tools track SLAs and maintain data accuracy.
• Meet or exceed KPIs including first response time resolution time CSAT and quality standards.
• Create and maintain help content: saved replies macros FAQs and knowledge base updates.
• Identify and summarize customer trends bugs and feature requests for Support Product and Engineering partners.
• Adhere to security privacy and compliance requirements while representing our brand voice.

About You Youre a fit for the role if your background includes:

• 1 years in live chat/customer support or a customer-facing role; tech/SaaS experience preferred.
• Excellent written communication in English; bilingual Spanish/English is a strong plus.
• Fast accurate typing (50 WPM) and strong troubleshooting skills with a calm customer-first mindset.
• Proficiency with support platforms (Salesforce) knowledge bases and basic CRM workflows.
• Comfort working with AI-assisted support tools; ability to craft clear prompts and validate AI-generated responses.
• KPI-driven organized and detail-oriented; able to context-switch and prioritize in a high-volume queue.
• Flexibility to work a schedule that may include evenings weekends or holidays as needed.
• High school diploma or equivalent required; associates/bachelors degree a plus.

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Whats in it For You

• Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.

• Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.

• Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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