**Job Title:** Remote Chat Support Manager
**Company:** Humble Sustainability
**Location:** Pasig, NCR, PH
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
**About Us:**
Humble Sustainability is dedicated to fostering sustainable behaviors and practices across communities. We believe in leveraging technology and human connection to create an impactful service that aligns with our mission of promoting environmental stewardship. We are looking for a talented Remote Chat Support Manager to lead our chat support team and enhance our customer support operations.
**Job Description:**
As the Remote Chat Support Manager, you will play a pivotal role in ensuring the quality and efficiency of our live chat interactions with customers, addressing inquiries regarding sustainable practices, products, and services. You will manage the team of chat support agents, implement best practices for customer engagement, develop performance metrics, and ensure that our support service provides exceptional customer experiences that align with our business objectives.
### **Key Responsibilities:**
1. **Team Leadership:**
- Recruit, train, and supervise chat support agents, providing them with the tools and knowledge necessary to provide top-tier customer service.
- Foster a positive, collaborative, and engaging team culture that emphasizes goal achievement and continual improvement.
- Conduct regular performance reviews, offering constructive feedback and coaching to team members to enhance their skills and performance.
2. **Customer Interaction Management:**
- Monitor live chat interactions to ensure compliance with quality standards and company policies, providing real-time feedback and support as necessary.
- Handle escalated customer inquiries and complex issues that require advanced problem-solving and negotiation skills.
- Analyze chat transcripts to identify trends, common pain points, and areas for service improvement.
3. **Performance Metrics and Reporting:**
- Establish, track, and report on key performance indicators (KPIs) for the chat support team, including response times, customer satisfaction scores, and resolution rates.
- Regularly analyze data to make informed decisions regarding staffing, training, and operational improvements.
4. **Process Improvement:**
- Develop, document, and refine chat support procedures and instructional materials to enhance operational efficiency.
- Collaborate with IT and product teams to optimize the chat support platform and implement new technologies that improve customer interactions.
5. **Cross-Departmental Collaboration:**
- Work closely with marketing, product development, and customer success teams to ensure a cohesive approach to customer engagement and satisfaction.
- Provide insights and feedback from customer interactions to inform product enhancements and marketing strategies.
6. **Strategy Development:**
- Initiate and implement strategic plans to enhance the customer chat experience and increase customer loyalty.
- Stay informed of industry trends and best practices to continuously innovate the chat support services provided by the organization.
### **Requirements:**
**Qualifications:**
- Bachelor's degree in Business Administration, Communication, or a related field.
- Minimum of 7 years of experience in customer support, with at least 3 years in a managerial or supervisory role.
- Proven experience in managing chat support operations in a remote setup.
**Skills and Competencies:**
- **Leadership:** Ability to inspire and guide a team towards achieving company-wide goals.
- **Communication:** Strong verbal and written communication skills to foster effective interactions.
- **People Management:** Excellent skills in team building, coaching, mentoring, and conflict resolution.
- **Negotiation:** Effective negotiation skills to manage customer complaints and ensure satisfactory resolutions.
- **Analytical Thinking:** Aptitude for interpreting performance metrics and translating data into actionable strategies.
**Personality Traits:**
- **Resilient:** Ability to remain composed and effective in high-pressure situations and circumstances.
- **Driven:** Strong motivation to pursue personal and team goals while striving for excellence in customer service.
### **Benefits:**
- Opportunities for travel related to company initiatives and community outreach.
- Life insurance coverage.
- Reimbursement for travel and expenditure related to work activities.
- Recognized and rewarded based on performance and merit.
### **Working Environment:**
At Humble Sustainability, we believe in acknowledging exceptional performance and the value each team member brings to our mission. We promote an environment that cultivates growth, opportunity, and collaboration, while also recognizing the individual contributions that drive our success.
**Deadline to Apply:**
September 19, 2024.
**Equal Opportunity Statement:**
Humble Sustainability is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
