Chat Support Manager

Job Description:

Auto-Owners Insurance is looking for a dedicated and passionate Chat Support Manager to join our team in Montreal, Quebec. As a Mid-to-Senior Level position with at least 6 years of experience, the Chat Support Manager will be responsible for overseeing the chat support team, ensuring timely and effective communication with customers, and driving continuous improvement in the chat support process.

Responsibilities: 1. Manage and lead a team of chat support agents to deliver exceptional customer service. 2. Monitor chat support performance metrics and KPIs, identifying areas for improvement and implementing solutions. 3. Develop and maintain chat scripts, templates, and knowledge base to ensure consistent and accurate responses. 4. Train and onboard new chat support agents, providing ongoing coaching and feedback. 5. Collaborate with cross-functional teams to address customer inquiries and escalations. 6. Stay up-to-date on industry trends and best practices in chat support to drive innovation and efficiency. 7. Conduct regular performance evaluations and provide development opportunities for team members.

Requirements: 1. Minimum of 6 years of experience in customer service, with a focus on chat support. 2. Strong communication and interpersonal skills. 3. Creativity and adaptability to solve problems and implement new ideas. 4. Previous experience in a leadership or managerial role. 5. Knowledge of chat support software and tools. 6. Ability to work in a fast-paced environment and handle multiple priorities. 7. Bachelor's degree in a related field is preferred.

Personality Traits: dedicated, passionate Soft Skills: creativity, adaptability

Benefits: - Retirement plan - Paid overtime - Dental insurance

Working Environment: At Auto-Owners Insurance, we encourage curiosity and questioning to fuel innovation and growth. Our team values collaboration and continuous learning to drive success.

Equal Opportunity Statement: Auto-Owners Insurance is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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