Online Chat Support Manager

Job Description:

The Online Chat Support Manager at Priceline Group in Vancouver, British Columbia, CA is responsible for leading and managing a team of online chat support representatives to ensure exceptional customer service and support. The ideal candidate for this role will have at least 5 years of experience in a similar role, demonstrating both reliability and independence in their work approach.

Responsibilities: 1. Manage a team of online chat support representatives, assigning tasks and ensuring team goals are met. 2. Develop and implement strategies to improve customer satisfaction and efficiency within the online chat support department. 3. Monitor and analyze chat support metrics to make data-driven decisions for continuous improvement. 4. Provide coaching and feedback to team members to enhance their performance and skills. 5. Collaborate with other departments to ensure consistency in customer support processes and information. 6. Handle escalated customer issues and complaints, seeking resolution in a timely and professional manner. 7. Stay up-to-date on industry trends and best practices in online customer support.

Requirements: 1. 5 years of experience in online chat support or a related field. 2. Strong strategic planning skills and emotional intelligence. 3. Excellent communication and leadership abilities. 4. Experience managing a team and driving team performance. 5. Knowledge of customer service software and online chat platforms. 6. Bachelor's degree in a relevant field preferred.

Benefits: - Vision insurance - Free food - Life insurance

Working Environment: At Priceline Group, we encourage curiosity and questioning to fuel innovation and growth. The Online Chat Support Manager will have the opportunity to lead a dynamic team in a collaborative and supportive work environment.

Equal Opportunity Statement: Priceline Group is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel welcomed and valued.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.