Company Overview

One Firefly is an award-winning, remote-first marketing agency serving the residential and commercial custom integration and security industries. Since 2007, we have helped technology professionals elevate their brands, attract qualified leads, and grow their businesses through a full suite of marketing services. We operate with a people-first culture, clear communication rhythms, and the EOS/Traction system, which helps our team stay focused, accountable, and aligned.

*One Firefly is a US based company. Candidates must be comfortable speaking and writing in fluent English*

Why Join Us

This role helps our clients make a strong first impression with every website visitor.

• Own It: You’ll take responsibility for timely, accurate, and professional chat responses.
• Embrace Innovation: You’ll use live chat tools and client knowledge to create better customer experiences.
• Grow Together: You’ll share feedback from real visitor interactions to help improve our processes.
• Bring Good Vibes: You’ll bring patience, warmth, and steady energy to every conversation.
• Speak Up: You’ll communicate clearly when you see an issue, need support, or spot a better way to work.

This is a great opportunity for someone who enjoys customer service, written communication, and helping people get answers in real time.

What You’ll Do

• Respond to live chat inquiries on client websites in a timely, professional, and positive manner.
• Support website visitors by answering questions, gathering information, and helping connect them with the right next step.
• Manage multiple incoming chat conversations while staying calm, accurate, and organized.
• Interact with clients as needed to support follow-up and issue resolution.
• Complete administrative tasks such as new client setup, reporting, and client follow-up.
• Identify recurring questions, process gaps, or service opportunities based on daily chat activity.

What Success Looks Like

• Website visitors receive helpful, accurate, and friendly support during every chat.
• Chat responses are clear, grammatically correct, and aligned with client expectations.
• You manage multiple conversations without losing detail or professionalism.
• Client setup, reporting, and follow-up tasks are completed on time.
• You consistently follow through on commitments and communicate when priorities shift.
• You contribute practical ideas that improve the live chat experience for visitors, clients, and the team.

What You’ll Bring

• Strong written communication skills, including excellent grammar, punctuation, and attention to detail.
• Ability to type at least 60 words per minute, with a typing test provided.
• Customer service experience and a calm, helpful approach to problem solving.
• Ability to multitask, prioritize, and manage deadlines in a remote work environment.
• Integrity, follow-through, and a team-first mindset.
• Preferred: Experience using live chat software.
• Preferred: Experience in technology, consumer electronics, home automation, marketing, business administration, or communications.

Benefits

This is a remote, part-time role with a set evening schedule and includes PTO. At One Firefly, you’ll also be part of a supportive culture with collaborative teammates who are committed to helping one another succeed.