
Customer Service Champion
7 days ago
We are seeking a proactive and detail-oriented Chat Manager to oversee and manage all chat-based communications with prospects, leads, and clients across our website, CRM, and social platforms. This role plays a key part in maintaining high responsiveness, managing chat agents, and ensuring consistent messaging aligned with our brand voice.
Key Responsibilities
- Monitor and manage live chat channels across website, CRM, and social platforms.
- Maintain a high response rate and customer satisfaction score.
- Create canned responses and templates for FAQs and product/service queries.
- Use chat analytics to optimize scripts and improve engagement.
- Maintain documentation of chat flows, response scripts, and agent SOPs.
- Ensure that chatbots are functioning correctly and improving customer journeys.
Qualifications
- Proven experience as a Chat Manager, Support Manager, or similar role.
- Strong written English and communication skills.
- Experience with CRM systems (preferably GoHighLevel or similar platforms).
- Highly organized, detail-oriented, and customer-focused.
Skillset:
- Canned responses creation
- Chat flow management
- Customer journey improvement
- CRM system management
Benefits
- A supportive team environment
- Growth opportunities
- Premium tools access
- Monthly team outings
- Paid leaves and national holidays
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