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Remote Chat & Email Support Representative – Hulu Service Desk

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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

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

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9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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