Customer Success -Chat Representative

Who We Are

Simple Citizen is a tech-based immigration company with a special focus on helping immigrants and their families with their Immigration journeys; we take innovative technological approaches to provide services that effectively meet their needs. Simple Citizen has provided immigration support to thousands of immigrants, and their families, even in the midst of rapidly changing immigration policies. Since our founding in 2014, we’ve built a reputation of doing whatever it takes to help lawful immigrants to the United States obtain Permanent Residency, and Citizenship, at a fraction of the cost and time of traditional alternatives, while consistently providing a delightful customer experience evidenced by our world‑class net promoter score.

In 2020, Simple Citizen was acquired by Fragomen—an AMLaw 100 law firm and leading immigration legal services provider in the United States and around the world. For nearly 70 years, Fragomen has been exclusively dedicated to providing immigration guidance and support. The Fragomen organization has a global footprint with over 50 offices worldwide in more than 170 countries. Fragomen’s professionals are recognized as the world’s preeminent immigration thought leaders in their respective jurisdictions.

Opportunities to truly disrupt an industry are not that common, but this is one of them. In partnership with Fragomen, the stage is set for Simple Citizen to transform the multi‑billion‑dollar immigration industry. We will win because of our uncompromising customer focus and our innovative approach to technology. To achieve this bold mission, we’ll need the help of the best people in all aspects of our business.

We're seeking a dedicated, compassionate, and resourceful Customer Live Chat Representative to join our team. In this position, you will play an important role in helping to convert interested leads into customers and guiding current customers through navigating our innovative immigration form software. In addition to guiding customers through the customer experience, you are also tasked with helping our customers locate the legal information they need to accurately complete their immigration applications.

• Act as the first point of contact for many Simple Citizen customers;
• Provide prompt, courteous, and accurate live chat support to customers using Simple Citizen’s software to self‑generate their immigration applications;
• Help customers navigate government websites to locate information that they can rely on while using our platform to draft their immigration paperwork;
• Answer customer inquiries regarding immigration requirements, procedures, and documentation in a compliant way;
• Aid potential customers in understanding how Simple Citizen works, aligning their needs with potential solutions offered by the company;
• Help convert potential leads into customers by providing adequate information to help customers make purchasing decisions;
• Schedule phone and video call appointments with potential customers for senior members of the team;
• Troubleshoot technical issues related to the software and elevate complex issues to the appropriate parties;
• Maintain detailed and accurate records of customer interactions and transactions; and
• Contribute to the company’s desire to continuously improve our services and software platform for the benefit of our customers and stakeholders.

• Very strong communication skills (both written and verbal).
  • Spanish or Chinese language proficiency is a plus.
• Proficiency in using computers and navigating software applications.
  • Experience with VoIP phone systems, Google Suite, and Microsoft products are a plus.
• Ability to multitask and work efficiently in a fast‑paced environment.
• Compassionate and patient demeanor with a genuine desire to help others.
• Previous experience in customer service or a similar role (preferred, but not required).
• Previous account executive and/or inbound sales experience (preferred, but not required). Knowledge of immigration procedures and forms (preferred, but not required - training will be provided).

• Competitive salary: $50,000 - $55,000 per year
• Eligibility for quarterly bonuses based on performance, after probationary period
• Unlimited PTO
• Up to 14 Weeks Parental Leave
• Full Medical, Vision, Dental Benefits
• Hybrid work arrangements available, after probationary period
• Growth‑Centered Work Environment