Online Chat Support Manager

October 16, 2024

Job Description

*Job Title:** Online Chat Support Manager
*Company:** Computer Sciences
*Location:** San Francisco, California, US…
*Job Type:** Part-Time
*Seniority Level:** Associate Level
*Years of Experience Required:** 5

*About Us:**
Computer Sciences is committed to enhancing user experiences through effective technology solutions. Our team values dedication, resilience, and a shared mission of understanding and exceeding customer expectations. Join us in transforming how our customers interact with technology by leading our vibrant chat support team.

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*Position Summary:**

As the Online Chat Support Manager, you will be responsible for overseeing our online chat support team, ensuring prompt and effective customer interactions, and driving the continuous improvement of our chat support services. You will play a vital role in fostering a customer-centric environment and developing your team’s capabilities, ultimately contributing to the company’s mission.

*Key Responsibilities:**

1. **Team Leadership:**

– Manage daily operations of the online chat support team, ensuring that team members are adequately trained and equipped to handle customer inquiries effectively.
– Provide support and guidance to chat support agents, promoting a positive work environment that encourages communication and teamwork.
– Conduct regular performance evaluations and implement team development strategies that foster career growth.

2. **Customer Interaction:**

– Oversee the quality of interactions within the chat support framework, ensuring that each customer receives timely and accurate assistance.
– Address customer escalations, resolving complex inquiries and ensuring customer satisfaction through effective problem-solving techniques.
– Analyze customer feedback and response patterns to enhance service offerings.

3. **Process Improvement:**

– Identify and implement best practices for chat support operations to enhance efficiency and customer satisfaction rates.
– Collaborate with other departments to streamline processes and improve the overall customer experience.
– Utilize metrics and performance data to drive continuous improvement initiatives.

4. **Training & Development:**

– Develop training materials and conduct training sessions for new and current team members on chat processes, technology tools, and customer engagement strategies.
– Stay updated with industry trends and best practices, integrating relevant methodologies into team training and support strategies.

5. **Reporting & Analysis:**

– Compile and analyze chat support metrics and KPIs to assess team performance and identify areas for improvement.
– Prepare reports and presentations for senior management highlighting team achievements, challenges, and actionable recommendations.

6. **Project Management:**

– Lead projects aimed at optimizing chat support technologies, tools, and practices while working closely with IT and other relevant teams.
– Plan and execute initiatives to expand chat capabilities or enhance user experience based on emerging trends in digital support.

*Requirements:**

*Education and Experience:**
– Minimum of 5 years of experience in customer support or a related field, with at least 2 years in a supervisory or managerial role.
– Bachelors degree in Business Administration, Communications, or a related discipline is preferred.
*Essential Personality Traits:**
– **Dedicated:** Exhibits commitment to fostering a positive and productive work environment.
– **Resilient:** Maintains a steady focus on objectives while navigating challenges or setbacks with composure.

*Soft Skills:**

– Strong people management abilities, demonstrating capacity to inspire and motivate a diverse team.
– Proven project management skills, with a structured approach to problem-solving and decision-making.

*Technical Skills:**

– Familiarity with chat support systems and customer relationship management (CRM) software.
– Proficient in data analysis and reporting tools to improve customer service functions.

*Benefits:**

– Dental insurance coverage.
– Visa sponsorship for eligible candidates.
– Reimbursement for travel and related expenses.
*Working Environment:**
– A dynamic and supportive atmosphere dedicated to understanding and exceeding customer expectations.
*Application Deadline:** October 5, 2024

At Computer Sciences, we are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to apply:

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

Original job Online Chat Support Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs

Online Chat Support Manager

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