Chat Support Team Leader

What You’ll Do:
Lead the Team:
Be the go-to person for our chat support agents, offering guidance, support, and feedback.
Make sure we’ve got 24/7 coverage by scheduling and coordinating shifts.
Keep the team motivated with regular check-ins and team meetings.
Keep an Eye on Performance:
Monitor chat interactions to ensure we’re delivering top-quality support.
Analyze performance data and share reports on how we’re doing with response times, resolution rates, and customer satisfaction.
Help agents improve if needed and celebrate their successes.
Train and Grow the Team:
Create and deliver training programs for new and current chat support agents.
Stay up-to-date on our products and services, and make sure the team is in the know about any changes.
Encourage a positive and collaborative team vibe, supporting everyone’s growth and development.
Enhance Customer Experience:
Handle escalated customer issues with professionalism and efficiency.
Spot common customer problems and share feedback with other teams for improvements.
Come up with strategies to make our chat support experience even better.
What You’ll Need:
Experience:
At least 3 years in a customer support role, with at least 1 year leading a team.
A proven track record of managing and leading a team to hit their goals.
Skills:
Excellent communication skills, both written and verbal.
Strong leadership and team management abilities.
Comfortable using chat support software and CRM systems.
Good at analyzing data and making improvements based on it.
Education:
A degree in Business, Communications, or a related field is a plus, but not a must.
Perks:
Competitive salary and benefits.
Lots of opportunities to grow your career.
A supportive and fun work environment.
Ongoing training and professional development.

Important:
Weekends can’t be days off
Successful candidates need to show excellence doing the job of the team mates for at least 6 weeks and will have a contingency training