Job Description: Parkable is seeking a highly experienced Chat Support Manager to join our remote team in Nelson, New Zealand. As a Mid-to-Senior level position, the Chat Support Manager will play a crucial role in managing and overseeing our chat support operations, ensuring exceptional customer service and support for our users. Responsibilities:- Manage a team of chat support agents, providing guidance, training, and support to ensure high-quality customer interactions- Develop and implement chat support strategies to optimize efficiency and effectiveness- Monitor and analyze chat support performance metrics to identify areas for improvement and implement solutions- Handle escalated customer inquiries and provide resolutions in a timely and professional manner- Collaborate with other departments to ensure a seamless customer experience across all channels- Stay informed about product updates, policies, and procedures to provide accurate information to customers- Develop and implement chat support KPIs and goals to drive performance and exceed customer satisfaction targets Requirements:- Minimum of 8 years of experience in customer service, with at least 2 years in a managerial role- Confident, motivated individual with strong leadership skills- Excellent communication skills and ability to adapt communication style based on the needs of the customer- Strong persuasion and decision-making skills- Proven track record of successfully managing and leading a team in a fast-paced environment- Ability to thrive in a remote work environment and collaborate effectively with team members across different locations- Experience with chat support platforms and CRM systems- Bachelor's degree or equivalent experience in a related field Benefits:- Travel & spending expenses- Travel opportunities- Visa sponsorship- Recognize and reward based on performance and merit Equal Opportunity Statement:Parkable is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will be considered for employment.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
