Online Chat Support Manager

Remote, USA Full-time Posted 2025-03-12

Manage a team of online chat support agents, providing coaching, training, and feedback to ensure they meet performance targets
Monitor online chat queues to ensure timely responses to customer inquiries
Analyze chat transcripts and customer feedback to identify trends and areas for improvement
Develop and implement strategies to improve the overall customer experience and satisfaction
Work closely with other departments to address customer issues and escalate as needed
Maintain up-to-date knowledge of products, services, and industry trends
Lead by example, demonstrating a strong work ethic and a commitment to excellence
Drive team performance through effective goal-setting, motivation, and recognition
Collaborate with other managers to optimize resources and streamline processes
Bachelor's degree in business, communications, or a related field
5+ years of experience in online chat support or customer service
Strong leadership skills and the ability to motivate and inspire a team
Excellent communication and interpersonal skills
Proven track record of delivering high-quality customer service
Ability to work effectively under pressure and meet tight deadlines
Experience with customer relationship management (CRM) software is a plus
Hardworking and reliable with a strong attention to detail
Critical thinking skills and the ability to solve complex problems
Team player who thrives in a collaborative environment
Travel and spending expenses covered
Relocation allowance for eligible candidates
Parental leave for new parents
Competitive salary and benefits package
Opportunity for career growth and advancement within the company