Chat Support Manager - Remote Work

As the Chat Support Manager at TikTok Dublin, you will be responsible for overseeing our remote chat support team to ensure excellent customer service and satisfaction. This role requires a driven and confident individual with a strong background in managing remote teams and providing exceptional support to customers.

**Responsibilities:** 1. Lead and manage a team of remote chat support agents, providing guidance, training, and support as needed. 2. Monitor chat support performance metrics and analyze data to identify trends and areas for improvement. 3. Develop and implement strategies to increase customer satisfaction and improve response times. 4. Collaborate with cross-functional teams to ensure a seamless customer experience across all channels. 5. Handle escalated customer inquiries and provide timely and effective resolutions. 6. Stay up-to-date on industry trends and best practices in customer support to continually improve processes and practices. 7. Conduct regular performance evaluations and provide constructive feedback to team members. 8. Create and maintain documentation of chat support processes and procedures. 9. Work with the HR team to recruit, onboard, and train new chat support team members.

**Requirements:** 1. 6+ years of experience in customer support, with at least 2 years in a management or leadership role. 2. Proven track record of successfully managing remote teams and improving customer support metrics. 3. Strong communication and interpersonal skills. 4. Ability to multitask and prioritize in a fast-paced environment. 5. Experience with chat support platforms and ticketing systems. 6. Proficiency in data analysis and reporting. 7. Bachelor's degree in business administration or a related field (preferred). 8. Driven and confident personality traits. 9. Strong research and analytical skills.

**Benefits:** - Retirement plan - Profit sharing - Parental leave

**Working Environment:** At TikTok Dublin, we strive to cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration, and provide opportunities for growth and development.

**Equal Opportunity Statement:** TikTok Dublin is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. 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:

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