Supervisor, Customer Solutions (I-Team, Chat)

Parts Town•Addison, IL

9h•Hybrid

About The Position

Responsible for shaping the experience of every Parts Town customer, the Supervisor, Customer Solutions – Live Chat (internally known as Captain, Your Parts Town Pen Pal) plays a key role in how Parts Town is transforming the industry. This leader will support internal team members as the primary point of contact for training and guidance while overseeing the day-to-day operations of the Chat Team. They foster a positive, high-performing environment while continuously evaluating and improving processes that support our live chat platform.

Requirements

At least 1 year of mentorship, Team Lead, or Supervisor experience (preferably in a customer service role)
Passion for delivering exceptional customer service
Maintain a professional demeanor while bringing positive energy and fun to the team
Highly organized with strong attention to detail
Analytical and think creatively to solve problems
Passionate about coaching, training, and creating documentation
Can multi-task effectively without sacrificing accuracy
Excellent communication skills and can respond quickly and effectively in conflict situations
Proficient in Microsoft Office, Salesforce, SAP, and HighJump
Have a quality, high speed internet connection at home
Proficient in English (both written and verbal)
Can work a schedule of M-F 8:00 AM - 5:00 PM (EST) or 9:00 AM – 6:00 PM (EST) with flexibility to adjust to different hours as needed.

Nice To Haves

Genius-level knowledge of original equipment manufacturer parts

Responsibilities

Manage a team of direct reports across both in-office and remote team members, including overseeing their in-role development and future career progression
Serve as a resource for chat team members by answering questions and recommending best practices
Monitor chats and provide feedback on training progress, achievements, and development opportunities
Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
Evaluate and improve existing processes and procedures in partnership with the E-Commerce team
Support the team by handling overflow chats and text 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
Interact across various business units to lead and inspire adoption of the chat tool within Customer Service teams, partnering closely with identified leaders and champions to share best practices and customer-level insights across teams