Chat Support Manager

Bill Alexander Ford Lincoln•Wonder Lake, IL

1d•Remote

About The Position

We are seeking an experienced and customer-focused Remote Chat Support Manager to lead and oversee a team of chat support representatives. The ideal candidate will drive team performance, ensure exceptional customer service, optimize chat support operations, and implement strategies that improve customer satisfaction, response times, and overall service quality in a remote environment.

Requirements

Bachelor's degree in Business, Communications, Customer Service, or a related field preferred.
3+ years of experience in customer support, with at least 1–2 years in a leadership or management role.
Experience managing remote customer service or chat support teams.
Proficiency with CRM and customer support platforms such as Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, or similar tools.
Strong leadership, coaching, conflict resolution, and performance management skills.
Excellent written communication, organizational, and analytical abilities.
Ability to thrive in a fast-paced remote work environment.

Responsibilities

Lead, coach, and manage a team of remote chat support agents.
Monitor chat interactions to ensure quality, professionalism, and compliance with company standards.
Track and improve key performance indicators (KPIs), including response time, resolution time, customer satisfaction (CSAT), and productivity.
Develop staffing schedules and manage workload distribution to meet service level agreements (SLAs).
Handle escalated customer issues and ensure timely resolution.
Train, mentor, and onboard new team members while supporting ongoing professional development.
Collaborate with operations, product, and customer success teams to improve support processes and customer experience.
Generate performance reports, identify trends, and recommend process improvements.
Maintain knowledge base articles and support documentation to improve team efficiency.