**Job Title:** Chat Support Manager
**Company:** Dover
**Location:** Houston, Texas, US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 5
### Job Summary:
Dover is seeking a dynamic Chat Support Manager to lead our customer support chat team. In this role, you will be responsible for managing daily chat operations, ensuring our customers receive exceptional service while fostering a positive and energetic work atmosphere. This part-time position offers an excellent opportunity for those passionate about customer service and eager to contribute to a growing organization.
### Key Responsibilities:
- **Team Leadership:**
- Oversee the daily operations of the chat support team, ensuring alignment with company objectives and customer satisfaction goals.
- Recruit, train, and mentor team members, fostering a culture of continuous improvement, collaboration, and engagement.
- **Customer Engagement:**
- Develop and implement chat strategies that enhance the customer experience, provide quick and effective resolutions, and increase customer loyalty.
- Monitor live chats and provide real-time support to team members, ensuring all inquiries are addressed efficiently and accurately.
- **Performance Management:**
- Set performance benchmarks and track key performance indicators (KPIs) to evaluate the effectiveness of the chat support function.
- Conduct regular performance reviews and provide constructive feedback to team members to improve service delivery.
- **Communication and Collaboration:**
- Act as the liaison between the chat support team and other departments, ensuring seamless communication and collaboration to enhance overall service efficiency.
- Prepare regular reports on chat metrics, customer feedback, and team performance for senior management review.
- **Process Improvement:**
- Identify opportunities to enhance processes and systems within the chat support function, implementing best practices that optimize team performance.
- Gather customer insights and feedback to inform product and service improvements.
- **Training & Development:**
- Organize and facilitate ongoing training sessions for team members to ensure they are equipped with the latest product knowledge and customer service techniques.
- Stay up-to-date with industry trends and advancements in chat support technology.
### Requirements:
- **Education & Experience:**
- Bachelor's degree in Business Administration, Communication, or a related field preferred.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or managerial role.
- **Technical & Analytical Skills:**
- Proficient in using chat support software and CRM systems.
- Strong analytical skills to assess performance metrics and derive actionable insights.
- **Personality Traits:**
- Energetic and approachable with a passion for customer service.
- A positive attitude that contributes to a vibrant team environment.
- **Soft Skills:**
- Excellent verbal and written communication skills, with the ability to articulate ideas clearly and effectively.
- Strong negotiation skills to manage customer inquiries and escalate issues when necessary.
### Benefits:
- Comprehensive training and professional development opportunities to enhance your skills and career growth.
- Competitive dental insurance plan.
- Profit-sharing opportunities to reward your contributions to the company's success.
### Working Environment:
At Dover, we nurture an entrepreneurial atmosphere even within an established organization. We encourage innovative thinking, welcome diverse perspectives, and value the creativity of our team members. Join us to be part of a collaborative and energetic work environment.
### How to Apply:
Interested candidates should submit their resume and cover letter by October 25, 2024. Applications can be sent to [insert application email/website].
**Equal Opportunity Statement:**
Dover 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, gender, sexual orientation, gender identity, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
