Live Chat Manager - Work from home

Job Description:

SilverCloud Health, a leading provider of digital mental health solutions, is seeking a dedicated and energetic Live Chat Manager to work from home. As a Mid-to-Senior Level position with at least 8 years of experience, the Live Chat Manager will play a crucial role in our organization by managing the live chat function to provide excellent customer service and support to our users.

Responsibilities: - Manage the live chat platform to ensure timely responses to user inquiries and support requests - Train and supervise a team of live chat agents to ensure high-quality interactions with users - Monitor chat interactions for quality assurance and provide feedback for improvement - Analyze chat data to identify trends and opportunities for improvement in customer service - Collaborate with cross-functional teams to address user concerns and improve overall user experience - Stay up-to-date on industry trends and best practices for live chat support - Handle escalated chat interactions as needed to resolve complex issues

Requirements: - At least 8 years of experience in customer service, preferably in a live chat or online support role - Strong communication skills and ability to interact professionally with users from diverse backgrounds - Excellent time management and multitasking skills to handle high chat volumes - Ability to lead a team and provide guidance and support to team members - Proficiency in using live chat software and tools - Strong research and analysis skills to identify trends and opportunities for improvement - Ability to work independently and remotely in a fast-paced environment - Ability to adapt to changing priorities and handle pressure in a professional manner

Personality Traits: - Dedicated: Committed to providing excellent customer service and support to users - Energetic: Enthusiastic and passionate about engaging with users and solving their problems

Soft Skills: - Research: Ability to gather and analyze information to make informed decisions - Analysis: Ability to interpret data and trends to make recommendations for improvement

Benefits: - Relocation allowance for eligible candidates - Company-provided equipment for remote work - Joining bonus for successful candidates

Working Environment: At SilverCloud Health, we encourage curiosity and questioning to fuel innovation and growth. We believe in fostering a collaborative and supportive work environment where every team member can thrive.

Equal Opportunity Statement: SilverCloud Health is an equal opportunity employer and is committed to building a diverse and inclusive workforce. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment.

How to apply:

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