**Job Title: Chat Support Manager – Remote Work** **Company: Salesforce.com** **Location: Christchurch, Canterbury, NZ** **Job Type: Part-Time** **Seniority: Associate Level** **Years of Experience: 5** **Job Description**: Salesforce.com is seeking a dedicated and resourceful Chat Support Manager to join our innovative team in Christchurch, New Zealand. This remote position is integral to our customer support strategy, ensuring that our clients receive timely, accurate, and comprehensive assistance via chat support. We value confidence, creativity, and entrepreneurial spirit within our team, and we cultivate a supportive environment that encourages ownership and responsibility at all levels. **Key Responsibilities**: 1. **Team Management**: - Lead and mentor a team of chat support agents, providing training, support, and coaching to enhance performance. - Monitor team performance metrics, ensuring adherence to established KPIs and quality standards. - Conduct regular one-on-one meetings with team members to discuss goals, challenges, and development opportunities. 2. **Chat Support Strategy**: - Develop and implement effective chat support strategies that align with company goals and enhance customer experience. - Regularly analyze chat data and customer feedback to identify trends, opportunities for improvement, and areas of innovation. - Collaborate with the product and marketing teams to ensure that information shared via chat is accurate, timely, and in line with our offerings. 3. **Customer Interaction**: - Personally handle complex customer inquiries and escalations to ensure a satisfactory resolution. - Ensure that chat support guidelines are followed consistently, maintaining a high level of professionalism in all customer interactions. - Foster a positive relationship with customers, encouraging feedback to continuously improve the service provided. 4. **Reporting and Documentation**: - Prepare and present weekly and monthly performance reports to stakeholders, focusing on team achievements, challenges, and improvement efforts. - Document best practices and maintain up-to-date knowledge bases to aid the chat support team and enhance customer self-service options. 5. **Collaboration**: - Liaise with other departments, such as technical support and sales, to facilitate smooth communication and resolution of customer issues. - Participate in leadership meetings to share insights and strategize on improving customer experience and support processes. **Requirements**: - **Experience**: - Minimum of 5 years of experience in customer support, with at least 2 years in a management or supervisory role. - Proven experience in chat support or similar real-time customer interaction roles is essential. - **Education**: - A degree in business, communications, or a related field is preferred but not essential. - **Skills**: - Exceptional presentation skills, capable of conveying complex information in an engaging and understandable manner. - Strong analytical and problem-solving skills, with a resourceful approach to overcoming challenges. - Innovation-driven mindset, continuously seeking ways to enhance customer engagement and team performance. - Proficiency with customer service software and chat platforms. - **Personality Traits**: - Resourceful: Able to think creatively and find smart solutions to problems. - Confident: Demonstrates a strong sense of self, able to make decisions and support the team in high-pressure situations. **Benefits**: - Competitive salary with opportunities for paid overtime. - Paid sick leave to support your health and well-being. - Life insurance for added peace of mind. **Working Environment**: At Salesforce.com, we cultivate a sense of ownership and responsibility at every level. Our team thrives in an environment that values communication, innovation, and continuous growth. As part of our commitment to remote work, we provide a flexible schedule that empowers you to achieve both personal and professional goals. **Application Process**: To apply for the Chat Support Manager position, please submit your resume and a cover letter detailing your relevant experience and enthusiasm for the role by the deadline of **September 24, 2024**. **Equal Opportunity Statement**: Salesforce.com 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 walks of life.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
