Experienced Live Chat Manager for Remote Team - Customer Experience & Team Leadership

Join blithequark as a Part-time Live Chat Manager and Elevate Customer Experiences

blithequark, a leader in the steel industry, is seeking a dynamic and experienced Live Chat Manager to join our remote team on a part-time basis. As a Live Chat Manager, you will play a crucial role in enhancing customer experiences and driving engagement through effective live chat interactions. Your objective will be to ensure that our customers receive timely and accurate responses to their inquiries while managing and optimizing the performance of the live chat system.

About blithequark and the Role

At blithequark, we value innovation, creativity, and collaboration, providing a work environment that encourages professional development and personal growth. As a Live Chat Manager, you will be an integral part of our customer service team, overseeing the live chat function and ensuring that it aligns with our business goals and customer satisfaction objectives. This is a unique opportunity to work with a forward-thinking organization and contribute to its continued success.

Key Responsibilities

• Team Leadership: Oversee and manage a team of live chat agents, providing guidance, support, and coaching to ensure high performance and customer satisfaction.
• Chat Strategy Development: Develop and implement effective live chat strategies that align with business goals and enhance customer satisfaction.
• Performance Monitoring: Regularly analyze chat metrics and performance data to identify trends, success areas, and opportunities for improvement.
• Quality Assurance: Evaluate live chat interactions to ensure adherence to company standards, providing constructive feedback and training to chat agents as required.
• Customer Engagement: Foster strong relationships with customers through effective communication, resolving complex issues, and ensuring a satisfactory conflict resolution process.
• Collaboration with Other Departments: Work collaboratively with marketing, sales, and customer service teams to ensure alignment and improve customer experience across all channels.
• Technology Management: Manage the live chat software, ensuring it is up-to-date and effectively utilized to maximize performance and customer engagement.
• Training and Development: Create and conduct training programs for new and existing agents, focusing on best practices, tools, and techniques that enhance live chat interactions.
• Adapt to Change: Stay current with industry trends and customer feedback, adapting strategies and processes as necessary to meet changing customer needs.
• Reporting: Provide regular reports to senior management outlining performance metrics, challenges faced, and recommendations for improvements.

Essential and Preferred Qualifications

To be successful in this role, you will need:

• A Bachelor’s degree in Communications, Business, or a related field.
• A minimum of 6 years of relevant experience in customer service or live chat management, preferably in a technical or e-commerce environment.
• A proven track record of successful team leadership and management, with experience in developing team members.
• A strong understanding of live chat software, customer relationship management (CRM) tools, and basic analytics platforms.
• Excellent presentation skills with the ability to communicate effectively across all levels of the organization.
• Highly motivated, driven, and resilient in the face of challenges.
• Exceptional adaptability and problem-solving skills, with the ability to think on your feet and make quick decisions.
• Strong analytical skills and the ability to interpret data to drive performance improvements.
• The ability to work independently in a remote setting while fostering a collaborative team environment.

Skills and Competencies Required for Success

To excel as a Live Chat Manager at blithequark, you should possess:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• The ability to analyze data and drive performance improvements.
• Proficiency in live chat software and CRM tools.
• Adaptability and a willingness to embrace change.
• A customer-centric approach with a focus on delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the professional development and personal growth of our employees. As a Live Chat Manager, you will have opportunities to:

• Develop your leadership and management skills through training and mentorship programs.
• Enhance your knowledge of customer service and live chat management best practices.
• Stay up-to-date with industry trends and technologies through ongoing training and development.
• Collaborate with cross-functional teams to drive business outcomes and improve customer experiences.

Work Environment and Company Culture

blithequark values innovation, creativity, and collaboration, providing a work environment that encourages professional development and personal growth. As a remote team member, you will be part of a dynamic and inclusive culture that supports work-life balance and flexibility. We provide company-provided equipment to support remote work and foster a collaborative team environment.

Compensation, Perks, and Benefits

We offer a comprehensive benefits package, including:

• Comprehensive dental insurance.
• Visa sponsorship opportunity for qualified candidates.
• Company-provided equipment to support remote work.
• A culture that values innovation, creativity, and collaboration.

Why Join blithequark?

blithequark is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment for all employees. We encourage all qualified applicants to apply without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you are a motivated and experienced professional looking to make a difference in customer experiences, we encourage you to apply for this exciting opportunity.

How to Apply

If you are ready to take on the challenge and join our team, please submit your resume and a cover letter detailing your relevant experience before the application deadline of September 28, 2024. We look forward to your contributions to making blithequark a top-tier organization that prioritizes exceptional customer service!

To apply, please visit our application portal. We appreciate your interest in joining blithequark and look forward to reviewing your application.