Remote Chat & Email Support Representative – Hulu Service Desk

Job Summary

Hulu is seeking a highly motivated and customer-focused Remote Chat & Email Support Representative to join our dynamic Service Desk team. As the first point of contact for Hulu subscribers, you will play a critical role in providing exceptional support via chat and email, resolving customer issues efficiently, and delivering a world-class experience that reflects Hulus brand values. This is a fully remote, work-from-home opportunity that offers flexibility, growth, and the chance to support millions of viewers who stream the content they love every day.

Key Responsibilities

• Provide real-time support to Hulu subscribers via live chat and email on a variety of technical and account-related issues.

• Troubleshoot and resolve streaming, billing, login, and device compatibility concerns with professionalism and accuracy.

• Maintain a deep understanding of Hulus products, features, and policies to provide informed and helpful responses.

• Document customer interactions and issues accurately within the internal ticketing system.

• Escalate complex issues to the appropriate departments while maintaining ownership of communication with the customer.

• Meet or exceed established performance metrics including response time, resolution rate, customer satisfaction scores, and more.

• Contribute to a culture of continuous improvement by providing feedback and ideas to improve tools, workflows, and customer experience.

Required Skills and Qualifications

• Excellent written communication skills with a strong command of English grammar and tone.

• High attention to detail and ability to follow standard operating procedures.

• Ability to multitask between multiple chat windows and documentation tools efficiently.

• Strong interpersonal skills and empathy with a customer-first mindset.

• Familiarity with common troubleshooting steps for browsers, streaming devices, mobile apps, and operating systems.

• Reliable internet connection and quiet workspace suitable for remote work.

Experience

• Minimum of 1 year of experience in customer support, preferably in chat/email-based roles.

• Prior experience supporting digital media, OTT platforms, or streaming services is a plus.

• Familiarity with CRM or ticketing systems such as Zendesk, Freshdesk, or Salesforce is advantageous.

Working Hours

• Full-time and part-time shifts available.

• Must be willing to work flexible hours, including evenings, weekends, and holidays, as part of a rotating schedule.

• Time zones may vary, but 24/7 support coverage is maintained.

Knowledge, Skills, and Abilities

• Solid knowledge of web browsers, mobile platforms (iOS/Android), and smart TV interfaces.

• Ability to adapt quickly to new tools, platforms, and changing processes.

• Demonstrated problem-solving ability in fast-paced environments.

• Self-motivated and disciplined to work independently with minimal supervision.

• Comfortable navigating support knowledge bases, internal documentation, and technical FAQs.

Benefits

• Competitive hourly pay or monthly salary (based on role type and location).

• Work-from-home flexibility with equipment support if required.

• Health, dental, and vision insurance (for eligible full-time employees).

• Paid time off, sick leave, and holiday pay.

• Career development opportunities with access to Hulu/U.S.-based Disney resources.

• Employee streaming perks and discounts on partner services.

Why Join Hulu

Hulu is at the forefront of revolutionizing the streaming industry and shaping the future of on-demand entertainment. By joining our customer support team, you will be part of a collaborative, innovative, and inclusive culture that values both customers and employees. We empower our team members to grow, learn, and make meaningful contributions—while enjoying the flexibility of working from anywhere.

How to Apply

Ready to help millions of users enjoy their favorite shows without interruptions?
Submit your application today with the following:

• Updated resume

• A short cover letter explaining your interest in the role

• Any relevant customer service certifications or training (optional)

👉 Apply now  or email your application to us with the subject: Remote Chat & Email Support