Chat Support Manager - Remote Work

Job Description: We are looking for a Chat Support Manager to join our team at Erie Insurance Group. This is a remote work position based in Christchurch, Canterbury, New Zealand. The ideal candidate will have at least 6 years of experience in a similar role and possess key personality traits such as being hardworking and driven. Strong leadership skills and attention to detail are essential soft skills for this position. Responsibilities: - Manage a team of chat support representatives, providing guidance, training, and support as needed - Monitor chat support performance metrics and implement strategies for improvement - Handle escalated customer inquiries and ensure timely resolution - Develop and implement chat support procedures and protocols - Collaborate with other departments to ensure a seamless customer experience - Stay up to date on industry trends and best practices in chat support management - Conduct regular performance evaluations for chat support team members - Work closely with the senior management team to drive business objectives and initiatives Requirements: - Bachelor's degree in Business Administration or a related field - 6+ years of experience in chat support management - Excellent communication skills, both written and verbal - Proven leadership abilities with the ability to motivate and inspire a team - Strong analytical skills and the ability to interpret data to drive decision-making - Proficiency in chat support software and tools - Ability to work independently and remotely with minimal supervision - Experience with customer relationship management (CRM) systems is a plus Benefits: - Retirement plan - Paid Time Off (PTO) - Parental leave Working Environment: At Erie Insurance Group, we strive for a harmonious workplace where collaboration and respect prevail. We believe in fostering a supportive and inclusive environment where every team member is valued and respected for their contributions. Deadline to Apply: August 25, 2024 Equal Opportunity Statement: Erie Insurance Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. All qualified individuals are encouraged to apply for this position.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.