Chat Support Manager - Work from home

? *Job Title: Chat Support Manager - Work from Home**
? *Company: Comcast**
? *Location: Columbus, Ohio, US...
? *Job Type: Part-Time**
? *Seniority: Mid-to-Senior Level**
? *Years of Experience: 6**
? *Job Overview:**

Comcast is seeking a dedicated and experienced Chat Support Manager to join our dynamic customer service team. This part-time position, based in Columbus, Ohio, offers the flexibility of remote work and allows you to play a crucial role in delivering exceptional customer support through chat channels. The ideal candidate will possess a strong background in managing chat support teams, excellent leadership abilities, and a deep commitment to creating a positive customer experience. ? *Key Responsibilities:**

• **Team Leadership:** Lead, mentor, and develop a high-performing team of chat support agents. Foster a positive work environment that encourages collaboration, resilience, and effective communication.
• **Performance Management:** Monitor team performance metrics and individual agent KPIs. Provide regular coaching, feedback, and support to ensure high-quality service delivery.
• **Operational Excellence:** Oversee day-to-day chat operations, ensuring timely and efficient resolution of customer inquiries. Implement best practices and standard operating procedures to optimize service excellence.
• **Customer Engagement:** Analyze chat interactions to identify trends, patterns, and areas for improvement. Use this data to enhance customer satisfaction and agent performance.
• **Training and Development:** Design and deliver training programs for new hires and existing team members to improve product knowledge, service techniques, and customer engagement skills.
• **Quality Assurance:** Conduct regular reviews of chat transcripts and interactions to assess quality of responses and adherence to company policies and procedures. Implement corrective measures as needed.
• **Collaboration:** Work closely with other departments, including sales and technical support, to resolve complex customer issues and provide consistent information across all channels.
• **Feedback Loop:** Collect and analyze customer feedback on chat interactions to identify opportunities for improvement and communicate findings to upper management.
• **Community Initiatives:** Participate in Comcast?s corporate social responsibility initiatives, promoting community engagement and involvement among team members.
• **Expense Management:** Manage travel and spending expenses effectively, ensuring compliance with company policies.
? *Requirements:**

• **Experience:** A minimum of 6 years in customer service management, with at least 3 years specifically in chat support or digital customer experience.
• **Resilience:** Ability to thrive in a fast-paced environment, adapting to changing situations while maintaining a positive attitude.
• **Work Ethic:** Strong commitment to hard work, initiating solutions to improve overall team performance and customer satisfaction.
• **Leadership Skills:** Proven track record of developing and leading high-performing teams. Ability to inspire and motivate team members to achieve their best.
• **People Management:** Experience in managing diverse teams, providing guidance, support, and conflict resolution as necessary.
• **Soft Skills:** Excellent interpersonal and communication skills with a strong focus on customer engagement and relationship building.
• **Technical Skills:** Proficient in using chat support software and other customer relationship management (CRM) tools. Familiarity with data analysis tools to track performance metrics is a plus.
? *Benefits:**

• Employee discounts on Comcast services and products.
• Opportunities for travel and career development.
• Coverage for travel and work-related expenses.
? *Working Environment:**

At Comcast, we value giving back to the community and actively engage in corporate social responsibility initiatives. Our team is committed to making a positive impact and contributing to the well-being of those around us.
? *Deadline to Apply:** November 3, 2024
? *Equal Opportunity Statement:**

Comcast is an Equal Opportunity Employer that values diversity and inclusion in the workplace. We welcome applicants from all backgrounds and walks of life to apply and join a company committed to fostering a diverse workforce.

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