Experienced Online Chat Support Manager - Customer Service Leadership and Operational Excellence at Blithequark

About Blithequark and Our Industry

Blithequark is a leading organization dedicated to providing exceptional customer experiences across various channels. Our team is passionate about delivering top-notch service and continuously improving our operations to meet the evolving needs of our customers. We are now seeking a highly skilled and motivated Online Chat Support Manager to join our team in Philadelphia, Pennsylvania. As a key leader in our customer service department, you will play a crucial role in shaping our online chat support strategy and driving operational excellence.

Job Summary

We are looking for an experienced Online Chat Support Manager to lead our chat support team and implement strategies to optimize online chat support operations. The ideal candidate will possess strong leadership and negotiation skills, with a proven track record of driving operational improvements and exceptional customer service. This is a mid-to-senior level position that requires a minimum of 7 years of experience in customer service or online chat support.

Key Responsibilities

• Develop and Implement Chat Support Strategies: Create and execute plans to optimize online chat support operations, ensuring seamless customer experiences and efficient issue resolution.
• Team Management and Leadership: Manage a team of chat support agents, providing coaching, guidance, and feedback to ensure exceptional customer service and performance.
• Quality Monitoring and Improvement: Monitor chat interactions to identify areas for improvement, coach agents on best practices, and ensure quality standards are met.
• Data Analysis and Insights: Analyze chat data and customer feedback to identify trends, make recommendations for process improvements, and drive operational excellence.
• Collaboration and Communication: Work closely with other departments to streamline communication, ensure a seamless customer experience across all channels, and drive continuous improvement.
• Industry Trends and Technology Advancements: Stay up-to-date on industry trends, technology advancements, and best practices to enhance chat support capabilities and stay ahead of the competition.
• Reporting and Performance Management: Provide regular reports and updates to senior management on chat support performance, initiatives, and progress toward goals.

Requirements and Qualifications

Essential Qualifications

• Bachelor's Degree or Equivalent: A bachelor's degree in a related field or equivalent work experience.
• Experience in Customer Service or Online Chat Support: A minimum of 7 years of experience in customer service or online chat support, with a proven track record of success.
• Leadership and Negotiation Skills: Strong leadership skills with the ability to motivate and develop a team, as well as excellent negotiation skills to manage challenging customer interactions effectively.
• Chat Support Software and CRM Systems: Experience using chat support software and CRM systems, with the ability to quickly adapt to new technologies.
• Excellent Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate with customers, agents, and senior management.

Preferred Qualifications

• Proven Track Record of Success: A proven track record of implementing successful chat support strategies and driving operational improvements.
• Industry Certifications or Training: Industry certifications or training in customer service, chat support, or leadership.
• Experience in a Fast-Paced Environment: Experience working in a fast-paced environment with multiple priorities and deadlines.

Skills and Competencies

To succeed in this role, you will need to possess the following skills and competencies:

• Leadership and Team Management: The ability to lead, motivate, and develop a team of chat support agents.
• Negotiation and Conflict Resolution: Excellent negotiation skills to manage challenging customer interactions effectively.
• Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and make recommendations for process improvements.
• Communication and Interpersonal Skills: Excellent written and verbal communication skills, with the ability to effectively communicate with customers, agents, and senior management.
• Adaptability and Flexibility: The ability to adapt to changing priorities, deadlines, and technologies.

Career Growth Opportunities and Learning Benefits

At Blithequark, we are committed to the growth and development of our employees. As an Online Chat Support Manager, you will have opportunities to:

• Develop Your Leadership Skills: Take on new challenges and develop your leadership skills through training and mentorship programs.
• Advance Your Career: Advance your career within the organization, with opportunities for promotion and career growth.
• Stay Up-to-Date with Industry Trends: Stay up-to-date with industry trends and best practices through training and development programs.

Work Environment and Company Culture

At Blithequark, we pride ourselves on a culture that challenges norms and encourages bold thinking. Our team is dedicated to providing exceptional customer service and continuous improvement in all areas of our business. We offer:

• Diverse and Inclusive Workplace: A diverse and inclusive workplace that values and respects all employees.
• Collaborative and Dynamic Environment: A collaborative and dynamic environment that encourages innovation and creativity.
• Employee Recognition and Rewards: Opportunities for employee recognition and rewards for outstanding performance.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive Salary: A competitive salary range for this position.
• Benefits Package: A benefits package that includes employee discounts on our products, paid sick leave, and relocation allowance for eligible candidates.
• Perks and Rewards: Additional perks and rewards for outstanding performance and contributions to the organization.

Equal Opportunity Statement

Blithequark is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to Apply

If you are a motivated and experienced Online Chat Support Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and cover letter, to be considered for this position.

We look forward to hearing from you and exploring how you can contribute to our team!