**Job Title:** Chat Support Manager **Company:** Unleashed Software **Location:** Nelson, Nelson, NZ **Job Type:** Full-Time **Seniority Level:** Associate Level **Years of Experience:** 5 **About Unleashed Software:** At Unleashed Software, we are dedicated to providing exceptional customer experiences through innovative technology solutions. We pride ourselves on our energetic team culture and our commitment to understanding and exceeding our customers' expectations. We're looking for a Chat Support Manager who aligns with our values and can lead our customer support initiatives. **Job Description:** We are seeking an enthusiastic and results-driven Chat Support Manager to oversee our chat support team. The ideal candidate will possess 5 years of customer service experience, with a strong background in managing support channels, particularly chat. You will be responsible for leading efforts to enhance our chat support operations, ensure high standards of customer service, and implement strategies that drive customer satisfaction. **Key Responsibilities:** - **Team Leadership:** Supervise and mentor a team of chat support agents, ensuring they have the tools, resources, and training needed to excel in their roles. - **Performance Management:** Monitor team performance metrics, conducting regular evaluations and providing constructive feedback to help team members achieve their goals. - **Customer Interaction:** Personally engage with customers as needed, managing escalated issues and providing exemplary service to foster strong relationships. - **Chat Support Strategy:** Develop, implement, and continually refine chat support strategies aimed at enhancing customer engagement and satisfaction. - **Quality Assurance:** Ensure all chat interactions meet company standards for quality, tone, and professionalism; conduct regular reviews of chat transcripts for compliance and training purposes. - **Feedback Loop:** Collect and analyze feedback from customers and team members to identify areas for improvement in the chat support process. - **Cross-Functional Collaboration:** Work closely with product, sales, and marketing teams to ensure a consistent and positive customer journey across all touchpoints. - **Training and Development:** Create and deliver training programs focused on customer service excellence, chat best practices, and product knowledge. - **Reporting and Analytics:** Monitor and report on key performance indicators (KPIs), including response times, customer satisfaction scores, and resolution rates, to drive continuous improvement. - **Problem Solving:** Address and resolve any team conflicts or challenges promptly and professionally, fostering a positive work environment. **Requirements:** - **Experience:** Minimum of 5 years in customer service, with at least 2 years in a management role within a chat support environment. - **Education:** Bachelor's degree in Business, Communication, or a related field is preferred but not mandatory. - **Skills:** - Exceptional verbal and written communication skills. - Proficient in using chat support software and CRM systems. - Strong analytical skills to assess and improve service performance. - Excellent problem-solving abilities to address customer concerns promptly. **Personality Traits:** - Energetic and enthusiastic with a positive attitude. - Confident leader who inspires and motivates others. **Soft Skills:** - High level of emotional intelligence; ability to empathize with customers and team members. - Strong teamwork skills; ability to collaborate effectively with various departments. **Benefits:** - Comprehensive medical coverage for you and your eligible dependents. - A lucrative retirement plan to help you save for the future. - Company equipment to ensure you have everything you need to succeed in your role. **Working Environment:** At Unleashed Software, we are dedicated to understanding and exceeding customer expectations. Our team operates in a supportive environment where collaboration and innovation are encouraged. **Application Deadline:** Please submit your application by October 29, 2024. **Equal Opportunity Statement:** Unleashed Software is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.