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Chat Support Supervisor

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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