Chat Support Manager

We are seeking an experienced and customer-focused Remote Chat Support Manager to lead and oversee a team of chat support representatives. The ideal candidate will drive team performance, ensure exceptional customer service, optimize chat support operations, and implement strategies that improve customer satisfaction, response times, and overall service quality in a remote environment.

Key Responsibilities

• Lead, coach, and manage a team of remote chat support agents.
• Monitor chat interactions to ensure quality, professionalism, and compliance with company standards.
• Track and improve key performance indicators (KPIs), including response time, resolution time, customer satisfaction (CSAT), and productivity.
• Develop staffing schedules and manage workload distribution to meet service level agreements (SLAs).
• Handle escalated customer issues and ensure timely resolution.
• Train...