**Experienced Full Stack Chat Support Manager – Web & Cloud Application Development**

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where innovation and collaboration drive success? If so, we invite you to join blithequark as a Full Stack Chat Support Manager, where you will lead our remote customer support team and play a pivotal role in shaping the future of chat support. **About blithequark** blithequark is a forward-thinking organization that values innovation, teamwork, and customer satisfaction. We are committed to creating a work environment that encourages exploration, adaptability, and employee engagement. Our dedication to excellence and customer-centric approach has earned us a reputation as a leader in the industry. **Job Description** As a Full Stack Chat Support Manager at blithequark, you will be responsible for leading a team of chat support agents, ensuring high standards of service and performance. You will develop, implement, and monitor operational processes for chat support, analyze chat metrics and customer feedback, and design strategies to enhance the customer journey. Your expertise in customer support software and chat management tools will enable you to drive informed decisions and strategic improvements in chat support operations. **Key Responsibilities** * **Team Management:** + Oversee and mentor a team of chat support agents to ensure high standards of service and performance. + Conduct regular performance evaluations and provide feedback to support individual growth and development. + Foster a positive team environment that encourages innovation, adaptability, and employee engagement. * **Operational Excellence:** + Develop, implement, and monitor the operational processes for chat support, ensuring compliance with company policies and best practices. + Analyze chat metrics and customer feedback to identify areas for improvement and drive initiatives to enhance service quality. + Collaborate with cross-functional teams to integrate chat support systems with other customer service channels. * **Customer Experience Focus:** + Address escalated customer inquiries effectively, ensuring timely and satisfactory resolutions. + Design and implement strategies to enhance the customer journey, leveraging chat analytics and customer insights. + Respond to and resolve customer issues via chat in a courteous and professional manner. * **Training and Development:** + Develop training materials and conduct training sessions for new hires and ongoing training for existing team members. + Stay updated with industry trends and technologies to ensure the chat support team remains at the forefront of service excellence. * **Reporting and Analysis:** + Prepare and present regular reports on team performance, chat volume, customer satisfaction, and other key performance indicators (KPIs). + Utilize data to drive informed decisions and strategic improvements in chat support operations. * **Innovation and Growth:** + Encourage a spirit of exploration within the team by identifying and testing new support techniques or tools. + Take calculated risks to improve service processes, aiming to enhance operational efficiency and customer satisfaction. **Requirements** * **Education:** Bachelor’s degree in Business Administration, Communication, or a related field preferred. * **Experience:** Minimum of 6 years of customer service experience with at least 3 years in a managerial role, specifically focused on chat or digital support. * **Skills:** + Proven leadership skills with a track record of building and managing high-performing teams. + Exceptional communication skills, both written and verbal. + Strong analytical skills, with the ability to interpret data and translate it into actionable strategies. + Proficient in customer support software and chat management tools. * **Personality Traits:** + Dedicated and reliable, with a strong commitment to team success and customer satisfaction. + A proactive mindset, willing to take ownership of projects and initiatives. * **Soft Skills:** + Ability to adapt to changing situations and remain calm under pressure. + Strong problem-solving abilities and a customer-centric mentality. + Excellent interpersonal skills, capable of working collaboratively with diverse teams. **Benefits** * Competitive salary * Paid Time Off (PTO) * Travel and spending expenses * Retirement plan * Opportunities for career growth and professional development **Working Environment** At blithequark, we cultivate a working environment that encourages a spirit of exploration and taking calculated risks for growth. Our commitment to innovation and team collaboration drives our success. We value diversity and are committed to creating an inclusive environment for all employees. **How to Apply** If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application through our website, and we will review your qualifications. We look forward to reviewing your application and discussing this exciting opportunity with you. **Equal Opportunity Statement** blithequark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or other protected characteristics. **Application Deadline** Applications will be reviewed on a rolling basis. We encourage you to apply as soon as possible to be considered for this exciting opportunity. **Join Our Team** Join blithequark as a Full Stack Chat Support Manager and be part of a dynamic team that is shaping the future of chat support. Apply now and take the first step towards a rewarding career with a forward-thinking organization. Apply for this job