Chat Support Manager

Job Description:

We are looking for a Chat Support Manager to join our team at the Hartford Financial Services Group in Vancouver, British Columbia, Canada. This part-time, mid-to-senior level position requires at least 7 years of experience in customer service or a related field. The ideal candidate will be confident, driven, have excellent planning and critical thinking skills, and be able to effectively manage a team of chat support agents.

Responsibilities: - Manage and oversee a team of chat support agents, ensuring they deliver high-quality customer service - Develop and implement training programs for chat support agents to improve their performance - Monitor chat support interactions to ensure our customers are receiving timely and accurate assistance - Analyze chat support data and trends to identify areas for improvement and implement solutions - Collaborate with other departments to ensure a seamless customer experience across all channels - Handle escalated customer inquiries and provide resolutions in a timely manner - Compile regular reports on chat support performance and present findings to senior management - Stay up-to-date on industry trends and best practices in chat support

Requirements: - Bachelor's degree in Business Administration, Communications, or a related field - 7+ years of experience in customer service or a related field - Proven experience managing a team of chat support agents - Excellent verbal and written communication skills - Strong analytical and problem-solving abilities - Proficiency in chat support software and tools - Ability to work in a fast-paced environment and handle multiple tasks simultaneously - Experience in the insurance or financial services industry is a plus

Benefits: - Paid Time Off (PTO) - Profit sharing - Paid sick leave

Working Environment: At Hartford Financial Services Group, we believe in aligning work with a greater purpose and contributing to a meaningful mission. Our chat support team plays a crucial role in ensuring our customers receive the support they need to protect what matters most to them.

Equal Opportunity Statement: The Hartford Financial Services Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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