Progressive is seeking a dedicated and driven Chat Support Manager to join our team in New York City. As a Chat Support Manager, you will be responsible for overseeing and managing a team of chat support agents who provide customer service and technical support to our clients through online chat channels. This is a part-time position with a mid-to-senior level of seniority, and we are looking for candidates with at least 8 years of experience in a similar role.
Responsibilities:- Manage and supervise a team of chat support agents, ensuring high levels of customer satisfaction and performance- Develop and implement strategies to improve the efficiency and effectiveness of the chat support team- Monitor chat support metrics and KPIs to identify areas for improvement and implement necessary changes- Provide training and guidance to chat support agents to enhance their skills and knowledge- Handle escalated customer inquiries and complaints in a timely and professional manner- Collaborate with other departments to ensure seamless communication and coordination- Stay up-to-date with industry trends and best practices in chat support management
Requirements:- 8+ years of experience in a chat support management role- Bachelor's degree in business administration, customer service, or a related field- Excellent communication and interpersonal skills- Strong planning and organizational abilities- Ability to adapt to a fast-paced and dynamic work environment- Proficiency in chat support software and CRM systems- Experience in hiring, training, and coaching chat support agents- Strong problem-solving skills and attention to detail
Personality traits: dedicated, drivenSoft skills: planning, adaptability
Benefits:- Retirement plan- Disability insurance- Training & professional development opportunities
Working environment:- Build strong relationships with colleagues, clients, and partners- Collaborative and supportive team culture- Opportunities for growth and advancement within the company
Equal opportunity statement:Progressive is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
