Job Title: Chat Support Supervisor
Job ID: 10020
Salary: TBD
Job Summary:
We are looking for an experienced and motivated Chat Support Supervisor to lead our team of chat support representatives. The ideal candidate will ensure the delivery of high-quality, efficient, and empathetic support through our chat channels. You’ll be responsible for managing day-to-day operations, coaching team members, monitoring KPIs, and improving support workflows to deliver an excellent customer experience.
Key Responsibilities:
Supervise and support the daily operations of the chat support team.
Monitor performance metrics (e.g., response time, customer satisfaction, resolution rate) and provide regular feedback and coaching.
Handle escalated customer inquiries or complaints with professionalism and urgency.
Assist in recruiting, onboarding, and training new chat support agents.
Ensure all team members adhere to company policies, tone guidelines, and service standards.
Collaborate with other departments (e.g., Product, Marketing, Sales) to escalate or resolve cross-functional issues.
Analyze chat data and generate performance reports and insights for continuous improvement.
Lead weekly team meetings and contribute to strategic planning and service enhancements.
Qualifications:
Must have at least one year of supervisory experience in a BPO setting, preferably in a Chat Support project
Strong written communication skills and customer empathy.
Ability to lead, motivate, and develop team members.
Excellent problem-solving and conflict-resolution skills.
Familiarity with CRM and chat support tools.
Ability to manage multiple priorities in a fast-paced environment.
Flexibility to work varying shifts, including weekends or holidays if needed.
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