Chat Support Manager - Remote Work

? *Job Title: Chat Support Manager - Remote Work**
? *Company: Owens & Minor**
? *Location: San Diego, California, US...
? *Job Type: Part-Time**
? *Seniority: Mid-to-Senior Level**
? *Experience: Minimum 7 Years**

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### **Job Description**

Owens & Minor is seeking a dynamic and experienced **Chat Support Manager** to join our growing customer support team in a remote capacity. As part of our commitment to driving innovation and providing exceptional service, the Chat Support Manager will be responsible for overseeing our chat support operations and enhancing customer interactions through strategic planning and effective leadership. This role offers a unique opportunity to work remotely while contributing to our collaborative culture that encourages calculated risk-taking to drive progress.

### **Key Responsibilities**

• **Team Leadership & Management**
• Recruit, train, and manage a team of chat support representatives, ensuring adequate staffing and performance optimization.
• Coach and mentor team members on best practices and effective communication strategies to enhance customer interaction and support.
• Develop and implement performance metrics and goals for the chat support team, monitoring their progress and providing ongoing feedback.

• **Strategic Planning & Execution**
• Create and execute a comprehensive chat support strategy that aligns with company objectives and enhances customer satisfaction.
• Analyze customer engagement data to identify trends and opportunities for service improvement, subsequently making recommendations for process enhancements.
• Collaborate with cross-functional teams, including marketing and product management, to align chat support initiatives with overall business goals.

• **Quality Assurance & Compliance**
• Develop and enforce quality assurance standards and procedures for chat interactions, ensuring adherence to company policies and customer satisfaction benchmarks.
• Regularly review chat transcripts and provide constructive feedback to team members in order to maintain high-quality service.

• **Customer Interaction & Support**
• Handle complex customer inquiries that require escalation or specialist knowledge, ensuring timely and effective resolution.
• Develop and maintain an FAQ repository and knowledge base to provide self-service options for customers and facilitate quicker responses from chat support agents.

• **Reporting & Continuous Improvement**
• Generate reports on chat support performance, customer satisfaction, and agent efficiency, providing insights to senior management for data-driven decision-making.
• Initiate and lead projects aimed at improving the chat experience, customer journey, and overall support operations.

### **Requirements**

• **Education & Experience**
• Bachelor?s degree in business, communications, or a related field preferred.
• A minimum of 7 years? experience in customer support, with at least 3 years in a leadership role focused on chat support or similar service channels.

• **Skills & Competencies**
• Strong strategic planning skills with the ability to develop actionable plans and lead teams toward common goals.
• Exceptional leadership qualities, including the capability to inspire, motivate, and develop talent.

• **Personality Traits**
• Resourceful: Ability to quickly adapt and find solutions to challenges in a fast-paced environment.
• Reliable: Demonstrated commitment to accountability and delivering high-quality results consistently.

• **Soft Skills**
• Excellent verbal and written communication skills, with a focus on clarity and customer-centric interactions.
• Strong analytical and problem-solving skills, capable of leveraging data to drive service enhancements.

### **Benefits**

• **Travel Opportunities:** Engage in learning and growth experiences through occasional business travel.
• **Profit Sharing:** Participate in our profit-sharing plan to benefit from the company's collective success.
• **Visa Sponsorship:** Support for qualified candidates in obtaining work authorization in the U.S.

### **Working Environment**

At Owens & Minor, we foster a working environment that encourages our team members to take calculated risks to drive innovation and progress. We believe that great ideas come from diverse perspectives and a culture of inclusivity.

### **Application Deadline**

Interested candidates are encouraged to apply by **November 3, 2024**.

### **Equal Opportunity Statement**

Owens & Minor is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other characteristic protected by law.

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Join Owens & Minor today and be a part of a team that?s dedicated to redefining customer support. We look forward to your application!

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