About the Role

Lead a team of chat support agents to ensure high-quality customer service through chat channels. Monitor performance metrics, handle escalations, and drive process improvements. Act as a bridge between agents and senior management to maintain operational excellence.

Key Responsibilities

• Lead, coach, and motivate chat support agents to achieve performance and satisfaction goals
• Monitor daily metrics like response time, CSAT, and FCR to meet SLAs
• Conduct 1-on-1s, performance reviews, and coaching sessions for agent development
• Handle escalated chat issues and ensure proper resolution and follow-up
• Collaborate with QA and Training teams to identify gaps and implement training refreshers

Required Skills & Qualifications

Must Have:

• 2-4 years in customer/chat support roles
• 1-2 years in a leadership/supervisory role
• Excellent written communication skills with professional, empathetic tone
• Strong analytical ability to interpret metrics and make data-driven decisions

Nice to Have:

• Experience in e-commerce industry
• Familiarity with dashboards, reporting tools, and basic Excel/Google Sheets skills