Chat Support Manager

? *Job Title: Chat Support Manager**
? *Company: American Financial Group**
? *Location: Houston, Texas, US...
? *Job Type: Part-Time**
? *Seniority: Mid-to-Senior Level**
? *Years of Experience: 7**

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? *Job Description:**

American Financial Group is seeking a dedicated and driven Chat Support Manager to join our dynamic team on a part-time basis. This role is pivotal in enhancing customer satisfaction through effective management of our chat support operations. The ideal candidate will possess a deep understanding of customer support processes, exceptional leadership skills, and the ability to drive results in a fast-paced environment. ? *Key Responsibilities:**

1. **Team Leadership and Development:**
• Lead, mentor, and develop a team of chat support representatives to ensure high performance and professional growth.
• Provide continuous feedback and coaching to improve team performance and individual skills.
• Foster an inclusive work environment that encourages collaboration, innovation, and mentorship.

2. **Chat Support Strategy:**
• Develop and implement strategies to optimize chat support operations, ensuring timely and effective resolution of customer inquiries.
• Regularly analyze chat support metrics and KPIs to track performance and identify areas for improvement.
• Collaborate with cross-functional teams to integrate chat support with other customer service channels.

3. **Process Improvement:**
• Identify opportunities for automation and improvement in chat processes to enhance efficiency and customer satisfaction.
• Develop and maintain standard operating procedures for chat interactions, ensuring compliance with company policies.
• Implement feedback mechanisms to gather insights from both customers and agents for continuous improvement.

4. **Customer Interaction Management:**
• Oversee the quality of chat interactions, ensuring conversations are handled professionally and in alignment with company values.
• Address escalated customer inquiries with a focus on resolution, customer experience, and brand representation.
• Stay informed about product offerings, industry trends, and competitor activities to provide knowledgeable support and recommendations.

5. **Training and Onboarding:**
• Design and deliver training programs for new hires and ongoing training for existing staff on best practices and company policies.
• Maintain up-to-date training materials and resources to support team development.

6. **Reporting and Analysis:**
• Generate regular reports on chat support performance, including customer satisfaction scores and team productivity.
• Utilize data to propose actionable insights for enhancing operational efficiency and customer engagement strategies.
? *Requirements:**

• Bachelor?s degree in Business, Communications, or a related field.
• A minimum of 7 years of experience in customer support, with at least 3 years in a leadership role.
• Proven track record of effectively managing teams in a chat support environment.
• Strong analytical skills with the ability to interpret data and drive actionable insights.
• Excellent time management skills with a demonstrated ability to prioritize tasks and manage multiple projects concurrently.
• Proficient in chat support software and CRM tools.
• Exceptional interpersonal and communication skills, both verbal and written.
• Dedicated and driven personality, exhibiting a strong commitment to excellence in customer service.
? *Soft Skills:**

• Strong project management skills to oversee chat initiatives and related projects from conception to execution.
• Ability to work collaboratively in a team-based environment while driving individual accountability.
• Adaptability to changing priorities and willingness to embrace new challenges.
? *Benefits:**

• Joining Bonus
• Relocation Allowance
• Disability Insurance
• Opportunities for professional development and advancement within the company.
? *Working Environment:**

American Financial Group is committed to cultivating leaders who foster inclusivity and mentorship. We value diverse perspectives and believe that creating an inclusive workplace enhances innovation and drives success.
? *Application Deadline:**

We welcome applications until September 19, 2024. Join our team and contribute to our mission of providing exceptional financial services and support.
? *Equal Opportunity Statement:**

American Financial Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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