Manager, Customer Solutions & Chat (I-Team)

Parts Town•Addison, IL

3d•Hybrid

About The Position

Responsible for shaping the experience of every Parts Town customer, the Manager, Customer Solutions – I-Team & Live Chat (internally known as Manager , Parts Experts ) plays a critical role in how Parts Town continues to transform the industry. This leader supports a large team of Parts Experts, serving as the primary resource for coaching, development, training, and day-to-day guidance while overseeing the daily operations of both the Independent Segment and Live Chat teams. They are responsible for fostering a positive, high-performing environment where team members are empowered to grow, collaborate, and deliver exceptional customer experiences. In addition to leading people, this role continuously evaluates and improves processes that support our customers, team members, and technology platforms. By leading with empathy, accountability, and a growth mindset, this leader will champion operational excellence while embodying Parts Town's values and driving our culture of unique enthusiasm every day.

Requirements

Experience in a customer centric leadership role (3+ years preferred)
Ability to confidently navigate multiple systems and platforms
Highly organized, pay close attention to detail, and have strong time management skills
Passion for delivering exceptional customer service
Lead with professionalism while bringing positive energy, enthusiasm, and fun to your team
Think analytically, solve problems creatively, and use data to drive informed decisions and results
Passionate about coaching, developing others, facilitating training, and creating clear, effective documentation
Excel at managing multiple priorities while maintaining a high level of accuracy and quality
Confidently navigate difficult conversations, resolve conflict, and build strong relationships across teams
All-star communicator and fluent in English (both written and verbal)
Quality, high-speed internet connection at home

Nice To Haves

Experience with Microsoft Excel, Salesforce, and live chat platforms

Responsibilities

Serve as a resource for team members by answering questions and recommending best practices
Monitor chats and calls to provide feedback on training progress, achievements, and development opportunities
Handle escalations , address customer concerns, and rectify any errors
Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
Evaluate and improve existing processes and procedures
Support the team by handling overflow chats , calls and email interactions as needed
Coach and develop team members while fostering a positive, collaborative environment
Drive improvements in parts identification, pricing accuracy, and customer relationship-building
Support team members’ personal growth and career development throughout their Parts Town journey