Senior Live Chat Specialist - Workplace Support

About the role

JLL is seeking an experienced, analytical and customer-obsessed Senior Live Chat Specialist for a global, high-volume, 24/7/365 workplace support role based in San Jose. It is not a traditional customer service role: the key differentiator is judgment. After an AI bot extracts mandatory data, you handle real-time queue clearance focused on Facilities & Workplace Management, driving fast resolutions with a target average handle time of 10 minutes.

Key responsibilities

• Resolve employee workspace issues through live chat by diagnosing problems and giving clear, accurate guidance across up to 3 concurrent conversations.
• Assess severity, urgency and complexity of each request, identify root causes and provide solutions within the live conversation pace.
• Create internal work orders in the IWMS within the 10-minute AHT window for chats needing manual remediation or local dispatch, with diagnostics, asset context and next steps.
• Act as the human safety net for P1 critical exceptions such as major water leaks, server room HVAC failures and active safety hazards, stabilising communication and initiating agreed routing protocols.
• Route errors in building metadata to the content/database management team and use internal knowledge repositories and SOPs to resolve complex issues independently.
• Own the interaction from the Tier 0 bot handover through to ticket creation, logging or shift handover.

Required profile

• Minimum 6 years of experience supporting customers or employees through live chat, service desk, contact center or workplace support.
• Minimum 4 years of primary experience in a real-time, multi-concurrency live chat environment; standalone call center phone experience alone does not qualify.
• Demonstrated typing speed of 60+ WPM with high accuracy.
• Excellent written English and business communication skills for real-time, high-pressure interactions.
• Proven experience with enterprise ticketing, chat and case management systems, and a strong track record of customer service in a high-volume setting.

Preferred qualifications

• Direct experience with an Integrated Workplace Management System (IWMS) or similar corporate real estate systems.
• Background in facilities management, corporate real estate or workplace operations support (HVAC, badge provisioning, space management, MEP utilities).
• Experience in a global or multi-regional support organisation handling handovers across AMER, EMEA and APAC time zones.
• Additional languages and independent management of production metrics (AHT, concurrency, ticket quality, first-contact resolution).

The position is on-site in San Jose. Applicants are encouraged to apply even if they do not meet all requirements.