**Job Title:** Live Chat Manager
**Company:** Flexport
**Location:** Denver, Colorado, US
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 8
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### **Job Description**
Flexport is seeking a dynamic and experienced Live Chat Manager to lead our customer support initiatives via live chat. In this role, you will be responsible for overseeing live chat interactions, managing a team of chat agents, implementing strategies to enhance customer satisfaction, and ensuring the efficient operation of our chat support function. The ideal candidate will possess a strong background in customer support, excellent communication skills, and a passion for delivering exceptional service.
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### **Key Responsibilities**
- **Manage Live Chat Operations:**
- Oversee the day-to-day operations of the live chat support function, ensuring a seamless and efficient customer experience.
- Analyze live chat performance metrics and make recommendations for continuous improvement.
- Develop and implement strategies to optimize chat workflows and response times while maintaining high levels of customer satisfaction.
- **Team Leadership:**
- Lead, coach, and mentor a team of live chat agents, providing ongoing feedback and training to enhance their skills.
- Foster a collaborative environment that encourages idea-sharing and teamwork among chat team members.
- Conduct regular performance reviews, setting goals and objectives for team members.
- **Customer Interaction:**
- Interact with customers via live chat, addressing inquiries, concerns, and product-related questions in a timely and professional manner.
- Ensure that all customer interactions are recorded accurately in our CRM system for future reference.
- **Research & Analysis:**
- Conduct research on customer needs and trends to enhance service delivery and proactively address common issues.
- Regularly report on customer feedback and chat performance metrics to management, identifying areas for improvement.
- **Collaboration with Other Departments:**
- Work closely with various departments (e.g., marketing, sales, logistics) to align chat support strategies with overall company goals.
- Collaborate with the training team to create and update training materials for chat agents based on evolving customer needs and product updates.
- **Process Improvement:**
- Continuously monitor and evaluate live chat processes and policies, recommending enhancements as needed.
- Keep abreast of the latest trends in live chat support and customer service technology to ensure Flexport remains at the forefront of customer support excellence.
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### **Requirements**
**Experience:**
- Minimum of 8 years of experience in customer service, with at least 3 years in a supervisory or managerial capacity specifically related to live chat support.
**Technical Skills:**
- Strong proficiency in live chat software and CRM systems.
- Experience analyzing data and metrics to drive actionable insights.
**Personality Traits:**
- **Adaptable**: Able to thrive in a fast-paced and rapidly changing environment.
- **Motivated**: Demonstrates a proactive approach to tackling challenges and opportunities.
**Soft Skills:**
- **Attention to Detail**: Meticulous in overseeing chat interactions and ensuring accuracy in communications.
- **Research Skills**: Strong ability to investigate and understand customer needs and behaviors for improved service delivery.
**Communication Skills:**
- Exceptional written and verbal communication skills, with a strong ability to convey information clearly and professionally.
**Educational Background:**
- Bachelor's degree in Business Management, Communications, or a related field preferred, but not mandatory.
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### **Benefits**
- Paid overtime for hours worked beyond your scheduled shift.
- Gym membership to promote wellness and physical fitness.
- Paid sick leave to ensure well-being and recovery when needed.
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### **Working Environment**
You will thrive in an energetic and rapidly evolving work setting where your contributions are valued, and your ideas matter. Flexport empowers its team members to take initiative and innovate in pursuit of exceptional customer satisfaction.
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### **Application Deadline**
Please submit your application by **October 10, 2024**.
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**Equal Opportunity Statement:**
Flexport is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage Applications from individuals of all backgrounds and experiences.
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Join us at Flexport and be part of a team that's transforming the logistics and transportation industry through exceptional customer experience!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
