**Job Title:** Chat Support Manager - Remote Work
**Company:** SpartanNash
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
**Job Description:**
SpartanNash is seeking a highly skilled and motivated Chat Support Manager to join our team. As a key member of our customer service department, you will oversee our chat support operations, ensuring top-notch service delivery to our valued customers. In this remote part-time role, you will leverage your extensive experience and leadership skills to manage a dynamic chat support team, driving continual improvement and team engagement.
**Responsibilities:**
1. **Team Management:**
- Recruit, train, and develop a high-performing chat support team dedicated to delivering exceptional customer service.
- Monitor team performance metrics and provide constructive feedback to staff, fostering their growth and professional development.
- Conduct regular team meetings to encourage open communication and collaboration.
2. **Operational Oversight:**
- Oversee day-to-day chat operations, ensuring that chat queues are efficiently managed and service level agreements (SLAs) are consistently met.
- Develop and implement chat scripts and response templates to streamline support processes and improve customer interaction.
- Identify opportunities for process improvements and establish best practices to enhance overall efficiency.
3. **Customer Interaction:**
- Act as a point of escalation for complex customer issues, providing timely resolutions and maintaining high customer satisfaction levels.
- Analyze customer feedback and chat logs to gain insights into customer needs, ensuring service adjustments are made as necessary.
- Develop strategies to enhance the customer experience, focusing on emotional intelligence and understanding customer sentiment.
4. **Reporting and Analysis:**
- Prepare and present performance reports to the management team, highlighting trends, team achievements, and areas for improvement.
- Utilize analytics tools to monitor chat performance metrics, track data-driven insights, and inform decision-making processes.
5. **Collaboration and Project Management:**
- Work closely with cross-functional teams (Marketing, IT, Product) to align on new initiatives and enhance the chat support framework.
- Participate in strategic planning sessions and contribute ideas for new service offerings and enhancements.
- Promote a cooperative team environment that encourages exploration and calculated risk-taking to drive growth and innovation.
**Requirements:**
- Bachelor's degree in Business Administration, Communications, or a related field (preferred).
- Minimum of 6 years' experience in chat support, customer service, or relevant managerial role.
- Proven leadership experience, with a demonstrated ability to lead and motivate teams in a remote work environment.
- Strong analytical skills with a focus on operational excellence and continuous improvement.
- Excellent written and verbal communication skills, with a knack for emotional intelligence in customer interactions.
- Ability to work effectively with diverse teams and foster a cooperative working environment.
- Personality traits: Reliable, energetic, and self-motivated with a strong sense of accountability.
- Availability to work flexible hours as needed to support team requirements.
**Benefits:**
- Gym membership to promote health and wellness.
- Retirement plan with company matching contributions.
- Opportunities for training and professional development to support career growth.
**Working Environment:**
At SpartanNash, we illuminate the path to success through a culture that encourages exploration and calculated risks for growth. We empower our employees to innovate and contribute to their fullest potential, fostering a collaborative spirit that drives success across the organization.
**Deadline to Apply:** October 2, 2024
SpartanNash 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 regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
