Chat Support Manager

Key Responsibilities

• Lead, coach, and manage a team of remote chat support agents.
• Monitor chat interactions to ensure quality, professionalism, and compliance with company standards.
• Track and improve key performance indicators (KPIs), including response time, resolution time, customer satisfaction (CSAT), and productivity.
• Develop staffing schedules and manage workload distribution to meet service level agreements (SLAs).
• Handle escalated customer issues and ensure timely resolution.
• Train, mentor, and onboard new team members while supporting ongoing professional development.
• Collaborate with operations, product, and customer success teams to improve support processes and customer experience.
• Generate performance reports, identify trends, and recommend process improvements.
• Maintain knowledge base articles and support documentation to improve team efficiency.

Qualifications

• Bachelor's degree in Business, Communications, Customer Service, or a related field preferred.
• 3+ years of experience in customer support, with at least 1–2 years in a leadership or management role.
• Experience managing remote customer service or chat support teams.
• Proficiency with CRM and customer support platforms such as Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, or similar tools.
• Strong leadership, coaching, conflict resolution, and performance management skills.
• Excellent written communication, organizational, and analytical abilities.
• Ability to thrive in a fast-paced remote work environment.