Senior Live Chat Specialist

JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

About the RoleWe are seeking an experienced, highly analytical, and customer-obsessed Workplace Support Senior Live Chat Specialist. This is a global role operating in a high volume, 24/7/365 environment.

This is not a traditional customer service or call center role – the key differentiator is judgment. We need someone who can think while typing, make sound decisions under ambiguity, and own outcomes independently.

The successful candidate will handle real-time queue clearance focused purely on Facilities & Workplace Management. The interactions begin after an AI Bot has either deflected baseline queries or successfully extracted mandatory data, allowing specialists to skip discovery and immediately drive high-velocity resolutions. Where immediate resolution is not possible, you will leverage judgment to generate tickets and route high quality support orders to the right resolver groups. You will ensure complete context and precise diagnostics for downstream centralized dispatch teams, all while maintaining strict ownership of the employee experience.

Success in this role requires the ability to confidentially manage a concurrency of 3 simultaneous live chats, maintaining a target Average Handle Time (AHT) of 10 minutes without compromising quality.

Key ResponsibilitiesReal-Time Issue Resolution: Resolve employee workspace issues through live chat by rapidly diagnosing problems, identifying solutions, and delivering clear, accurate guidance across up to 3 concurrent conversations.

Rapid Triage & Diagnosis: Quickly assess severity, urgency, and complexity of incoming chat requests; apply critical thinking to identify root causes and provide solutions within the pace of a live conversation.

Case Management & Documentation: For chats requiring manual remediation or local dispatch, create comprehensive internal work orders in the IWMS within the 10-minute AHT window. Tickets must contain diagnostics, asset context, and clear next steps to enable downstream resolution with zero back-and-forth.

Critical P1 Exception Management: Act as the immediate human safety net. When P1 Critical Exceptions (e.g., major water leaks, server room HVAC failures, active safety hazards) bypass the Tier 0 bot, you must instantly seize ownership, stabilize communication, and initiate agreed routing protocols.

Data Governance & SLA Loop Accountability: Act as the live defense mechanism for global building data integrity. When encountering inaccuracies in building metadata, execute the live error-routing mechanism to trigger compliance notifications to the content/database management team.

Knowledge-Based Troubleshooting: Rapidly navigate internal knowledge repositories and SOPs to resolve complex issues independently during live interactions, minimizing the need for escalations.

End-to-End Ownership: Take total ownership from the moment the Tier 0 bot hands over the SSO payload through to successful ticket creation/logging or a seamless regional shift handover.

Core Competencies — Non-NegotiableJudgment Over Speed: Thinks while typing, balancing employee impact, structural asset risk, and operational priorities in real time.

Structured Problem Solving: Leans on structured troubleshooting and logic rather than script following; validates assumptions against pre-populated SSO site payload and adapts when initial hypotheses prove incorrect.

Analytical Reasoning: Breaks down complex problems into component parts, evaluates evidence, and draws logical conclusions — all within the pace of a live conversation.

Decision Making Under Ambiguity: Makes sound decisions when information is incomplete or conflicting.

Composure Under Sustained Pressure: High volume, frustrated employees, and incomplete information do not compromise quality, empathy, or professionalism.

Self-Driven Operator: Owns production metrics (AHT, concurrency, ticket quality) without constant supervision.

Required QualificationsMinimum 6 years of experience supporting customers/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

Proven ability to break down complex, multi-layered problems and drive resolution independently without constant escalation

Excellent written English and business communication skills suited to real-time, high-pressure professional interactions; additional language proficiency is a plus

Proven experience with enterprise ticketing platforms, chat systems, and case management systems

Proven track record of delivering superior customer service in a high-volume, real-time environment

Preferred QualificationsDirect experience using an Integrated Workplace Management System (IWMS) or similar corporate real estate systems

Strong background in Facilities Management, Corporate Real Estate, or Workplace Operations Support (understanding of HVAC systems, badge provisioning, space management, and MEP utilities)

Experience working within a global or multi-regional support organization (handling handovers across AMER, EMEA, and APAC time zones)

Performance ExpectationsConfidently manage 3 simultaneous live chats within a 10-minute AHT target

Independently resolve issues with minimal escalation while maintaining quality

Produce comprehensive work orders/tickets that enable downstream resolution with zero follow-up

Own production metrics (AHT, concurrency, ticket quality, first-contact resolution) without constant supervision

Deliver outstanding customer experiences while consistently meeting/exceeding SLA commitments

At JLL, we are collectively shaping a brighter way — for our clients, ourselves and our fellow employees. We choose to take the more inspiring, innovative, and optimistic path on our journey toward success. What sets JLL apart is our culture of collaboration, locally and across the globe, which allows us to create transformative solutions for the real estate industry. We support each other's wellbeing and champion inclusivity and belonging across teams.

JLL is an Equal Opportunity Employer committed to diversity and inclusion.

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements below. We’re interested in getting to know you and what you bring to the table!

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL –

We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.