Remote Web Chat Manager

? *Job Title:** Remote Web Chat Manager
? *Company:** Lyft
? *Location:** Houston, Texas, US...
? *Job Type:** Part-Time
? *Seniority:** Mid-to-Senior Level
? *Years of Experience:** 6

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### Job Description

As a **Remote Web Chat Manager** at Lyft, you will play a critical role in enhancing our customer support experience through effective management of our web chat operations. You will lead a team dedicated to providing timely and accurate information to our customers while ensuring exceptional service delivery. You will develop strategies to optimize chat workflows, drive customer satisfaction, and provide valuable insights to improve our overall service offerings.

### Responsibilities

• **Team Leadership:** Oversee a team of chat support representatives, providing guidance, training, and performance evaluations. Foster a collaborative and high-performing work environment.
• **Operational Management:** Monitor and manage daily web chat operations, ensuring prompt responses to customer inquiries while maintaining service level agreements (SLAs).
• **Performance Analysis:** Analyze chat metrics and customer feedback to identify trends, propose enhancements, and implement improvements to the chat support process.
• **Strategic Planning:** Develop and execute strategic initiatives to optimize chat response workflows and enhance customer engagement strategies.
• **Collaboration:** Work closely with cross-functional teams, including product development, marketing, and operations, to ensure alignment and support for ongoing initiatives.
• **Resource Allocation:** Effectively allocate resources to meet demand fluctuations, including scheduling, staffing, and backup plans for peak times.
• **Customer Focus:** Uphold a customer-first mindset, ensuring the highest level of service quality while addressing complex inquiries and concerns.
• **Technology Utilization:** Leverage web chat software and tools to enhance efficiency, reporting capabilities, and customer interaction management.
• **Training and Development:** Create and deliver training materials and ongoing coaching sessions to promote continuous learning and improvement among team members.
• **Feedback Loop:** Establish and maintain effective feedback channels to report insights collected from chat interactions to stakeholders for continuous improvement efforts.
• **Crisis Management:** Address escalated issues effectively and efficiently, mediating conversations to resolve customer concerns while maintaining company values and reputation.

### Requirements

• **Education:** Bachelor?s degree in Business Administration, Communications, or a related field preferred.
• **Experience:** Minimum of 6 years of experience in customer service, with at least 2 years in a leadership or management role, specifically dealing with web or chat support.
• **Technical Skills:** Proficiency in web chat support software and tools (e.g., Zendesk, LiveChat, Intercom) as well as Microsoft Office Suite.
• **Personality Traits:**
• **Adaptable:** Ability to swiftly adjust to changing circumstances and customer needs.
• **Resourceful:** Creative problem-solver who can think on their feet and find solutions without all the necessary resources at hand.
• **Soft Skills:**
• **Time Management:** Ability to prioritize tasks effectively and work under pressure to meet tight deadlines.
• **Teamwork:** Strong ability to collaborate with diverse teams and build strong relationships with colleagues, clients, and partners.
• **Communication Skills:** Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• **Customer-Centric:** Strong understanding of customer service principles and a passion for enhancing customer experiences.

### Benefits

• Company-provided equipment to facilitate remote work.
• Generous parental leave policy.
• Access to free food and beverages for team gatherings and office events.

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? *Working Environment:** At Lyft, we believe in building strong relationships with our colleagues, clients, and partners. You will be part of a dynamic and supportive remote team focused on mutual respect, collaboration, and personal development.? *Deadline to Apply:** October 19, 2024

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? *Equal Opportunity Statement:** Lyft is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.

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