Chat Support Manager - Remote Work

? *Job Title:** Chat Support Manager - Remote Work
? *Company:** Time Warner
? *Location:** Chicago, Illinois, US...
? *Job Type:** Part-time
? *Seniority:** Mid-to-Senior Level
? *Years of Experience:** 7

### Job Description

Time Warner is seeking an experienced and passionate Chat Support Manager to oversee our remote chat support team. In this dynamic role, you will be instrumental in delivering exceptional customer service, enhancing team performance, and driving innovation within our support processes. The ideal candidate will possess a strong background in customer service management, particularly in chat support, along with the ability to foster a collaborative and high-performing team environment.

### Responsibilities

• **Team Leadership:**
• Manage and mentor a team of chat support agents, ensuring they are equipped to deliver high-quality customer experiences.
• Conduct regular performance evaluations, provide constructive feedback, and create development plans for team members.

• **Customer Support Excellence:**
• Establish and uphold best practices for chat support, ensuring customer issues are resolved efficiently and accurately.
• Review chat transcripts and customer feedback to identify areas for improvement and implement necessary changes.

• **Innovation and Process Improvement:**
• Foster a culture that encourages curiosity and questioning within the team to fuel innovation and growth.
• Lead initiatives to enhance the chat support experience, including the adoption of new technologies and methodologies.

• **Project Management:**
• Oversee projects aimed at improving team efficiency, customer satisfaction, and overall chat support metrics.
• Coordinate with other departments to align chat support initiatives with broader company goals.

• **Reporting and Analysis:**
• Monitor key performance indicators (KPIs) for chat support performance and prepare regular reports for senior management.
• Analyze trends in customer inquiries and feedback to anticipate and address potential issues proactively.

• **Training and Development:**
• Design and implement training programs for new chat support agents, ensuring they are well-versed in company policies and systems.
• Stay informed on industry best practices and integrate relevant findings into the training curriculum.

### Requirements

• **Experience:**
• Minimum of 7 years of experience in customer service, with at least 3 years in a leadership role within chat support or a similar setting.

• **Education:**
• Bachelor's degree in business, communications, or a related field is preferred.

• **Skills:**
• Strong project management skills and the ability to handle multiple priorities effectively.
• Proven ability to drive innovation and change within a team to achieve business objectives.

• **Personality Traits:**
• Reliable and dependable; able to maintain high performance under pressure.
• Passionate about providing excellent customer service and developing team members.

• **Soft Skills:**
• Excellent communication skills with a passion for customer engagement.
• Ability to foster a positive team dynamic and promote collaboration.

### Benefits

• Dental insurance
• Parental leave
• Profit sharing

### Working Environment

At Time Warner, we encourage curiosity and questioning to fuel innovation and growth. We believe that fostering an environment where our employees can share ideas and challenge the status quo is key to our success.

### Application Deadline

Please submit your application by **October 27, 2024**.

### Equal Opportunity Statement

Time Warner is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

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