Chat Service Manager

About the role

Responsible for leading and developing a team of customer service professionals who support customers through digital channels, including chat and written communications. The role ensures a high‑quality customer experience, maintains compliance with company policies, and drives operational excellence.

Responsibilities

• Lead and develop a team of customer service professionals supporting digital channels (chat and written communications).
• Oversee resolution of customer inquiries, account servicing requests, and problem resolution while maintaining compliance with policies and procedures.
• Maintain a strong understanding of products, services, systems, and digital support tools to improve the customer experience.
• Identify opportunities to enhance processes, streamline workflows, and increase efficiency within the chat environment.
• Provide coaching, guidance, and performance management to chat representatives, fostering a culture of accountability, engagement, and continuous improvement.
• Partner with leadership and cross‑functional teams to communicate and execute departmental goals, strategic initiatives, and organizational priorities.
• Monitor service levels, productivity, quality, customer satisfaction, and key performance indicators to ensure operational objectives are met.
• Implement and maintain performance tracking mechanisms, analyze trends, and develop action plans to improve individual and team performance.
• Oversee workforce planning and scheduling to ensure appropriate staffing levels support customer demand.
• Balance efficiency, customer experience, and employee engagement while meeting service and quality expectations.
• Participate in the development and implementation of training programs, operational procedures, and technology enhancements for digital customer service delivery.
• Ensure compliance with internal controls, regulatory requirements, audit standards, and risk management practices.

Requirements

• Bachelor’s degree or equivalent work experience.
• Three to five years of relevant experience.

Preferred Skills

• Strong customer service and problem‑solving skills.
• Advanced knowledge of operational functions, systems, policies, and procedures of the assigned area.
• Basic understanding and practical application of applicable laws and regulations.
• Effective leadership skills.
• Strong verbal and written communication skills.
• Working knowledge of computer applications used in the area.

Location

This role is designated as U.S. home‑based remote.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short‑term and long‑term disability
• Pregnancy disability and parental leave
• 401(k) and employer‑funded retirement plan
• Paid vacation (two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

Pay

Salary range: $66,640.00 – $78,400.00