**Job Title: Chat Support Manager Company: State Street Corp. Location: Christchurch, Canterbury, NZ Job Type: Part-Time Seniority: Associate Level Years of Experience: 5** **Job Description:** State Street Corp. is seeking a passionate and resourceful Chat Support Manager to join our dynamic team in Christchurch. As a vital part of our Customer Support division, you will manage our chat support operations focusing on elevating customer satisfaction and ensuring the seamless delivery of our services. The ideal candidate will bring not only their expertise in customer support but also an analytical approach to problem-solving, contributing to a collaborative work environment where colleagues feel like family. **Key Responsibilities:** 1. **Team Management:** - Supervise and guide a team of chat support representatives, enhancing their performance and fostering a positive work culture. - Conduct regular training sessions designed to improve chat support techniques and ensure adherence to company policies and compliance guidelines. 2. **Performance Metrics:** - Develop, track, and analyze key performance indicators (KPIs) related to chat support services to ensure operational efficiency. - Prepare and present performance reports to senior management, including insights and recommendations for improvement. 3. **Customer Interaction:** - Resolve complex customer queries and complaints effectively via chat, ensuring high-quality support and customer satisfaction. - Engage proactively with customers to understand their needs, encourage feedback, and recommend appropriate solutions. 4. **Process Improvement:** - Identify opportunities for process enhancements within the chat support system and implement changes that align with company goals. - Collaborate with cross-functional teams to ensure any changes in processes are communicated effectively and integrated smoothly. 5. **Technology Utilization:** - Manage chat support technology and tools used by the team, ensuring they are effectively utilized and maintained. - Stay updated on industry trends and technologies to enhance the chat support service continuously. 6. **Collaboration and Communication:** - Build strong relationships with colleagues across various departments, ensuring consistent communication regarding customer concerns and company initiatives. - Host team meetings to discuss achievements, challenges, and strategies for improvement. 7. **Resource Management:** - Responsible for scheduling and workload management of the chat support team to ensure adequate coverage. - Manage budgetary aspects of the chat support operations, including travel and spending expenses for the team. **Requirements:** - **Experience:** - A minimum of 5 years of experience in customer service, preferably in chat support management or a similar role. - **Education:** - Bachelor's degree in Business, Communication, or a related field is preferred. - **Skills:** - Proven ability to analyze data and develop comprehensive reports. - Exceptional problem-solving skills and a resourceful mindset to tackle any issues that arise. - Strong communication and interpersonal skills, with a genuine passion for customer service. - **Personality Traits:** - Resourceful: Ability to think critically and make decisions quickly in fast-paced environments. - Passionate: Demonstrates enthusiasm for customer service and team development. **Benefits:** - **Travel & Spending Expenses:** Coverage for any required travel or expenses incurred during business operations. - **Company Transportation:** Access to transportation provided by the company for work-related activities. - **Free Accommodation:** Assistance with accommodation arrangements if required for business travel. **Working Environment:** At State Street, we believe that building strong connections with each other is crucial. Our workplace culture is centered around treating colleagues like an extended family. We strive to support each other both personally and professionally in an environment that values teamwork and collaboration. **Application Deadline:** Please submit your application by ******** . **Equal Opportunity Statement:** State Street Corp. 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.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.