Web Chat Manager

Remote, USA Full-time Posted 2025-03-08

Manage and optimize the web chat platform to deliver a best-in-class customer experience
Develop and implement strategies to improve response times and customer satisfaction
Monitor chat performance metrics and make data-driven decisions to drive continuous improvement
Collaborate with cross-functional teams to ensure alignment with overall business goals and objectives
Stay current on industry trends and best practices to ensure the web chat platform remains innovative and competitive
Train and mentor web chat agents to enhance their performance and provide ongoing support and guidance
Troubleshoot technical issues and escalate as needed to ensure timely resolution
Develop and implement quality control processes to ensure accuracy and consistency in chat interactions
Bachelor's degree in a related field
5+ years of experience in web chat management or a related role
Strong technical skills and proficiency with web chat platforms and tools
Excellent communication and interpersonal skills
Confident and energetic personality
Strong critical thinking and problem-solving skills
Innovative mindset and a passion for driving continuous improvement
Ability to work effectively in a fast-paced and dynamic environment
Knowledge of customer service best practices and industry trends
Gym membership
Paid sick leave
Training and professional development opportunities
Embrace creativity in a culture that values fresh ideas and inventive solutions