Service Delivery Manager (Client Facing - US)

The Chat Shop - A Little About Us.

Our expertise is built on years of experience. We’ve been at the forefront of the chat industry since 2012, during this time we’ve completed over 3 million chats across 20 industries, including major global firms.

What sets us apart? Over the years we’ve constantly evolved our offering, helping our clients to drive ROI by developing innovative new solutions. From billion-dollar PLCs to fast growth start-ups, we’ve supported the rapid growth of some of the biggest and best brands worldwide.

Still today, our fully-remote team from the UK and US come together to provide exceptional, high-quality service and solutions that can't be beaten, and we have the ratings to back that up. As a company, we can offer you the ability to work from the comfort of your own home, a workplace culture that prides itself on diversity, inclusion and employee wellness, and a place for you to really shine. 

What We're Looking For 

We’re looking for an outgoing and confident Team Manager to virtually manage a dedicated team of Customer Support Agents (currently a team of 5 based across the US and the UK). This role is an exciting hybrid of classic customer service team management with an account management twist! The right candidate will really make a difference to this account, drive revenue and maintain high standards for all-important client satisfaction.

Our ideal candidate is able to stay calm and focused in high-pressure situations. You will interact directly with the client and provide service to customers to answer questions, solve problems, and maintain our company's and client's reputation for high-quality service. So, you must be resourceful and able to work autonomously--know your stuff and take initiative! You'll be expected to hit the ground running once your training is complete, so if you're not afraid of a challenge and your confidence is unwavering, we invite you to apply! 

*Please note that The Chat Shop is NOT a recruitment agency. Learn about what services we offer and if we’re a good fit for you at www.thechatshop.com. 

**Please note that this role is fully remote, home-based - US only. We cannot accept applications from outside of Florida and Georgia.

A Little About the Role

You’ll split your time between managing the team during ‘project time’ and mandatory coverage of shifts (approximately 16 hrs a week) as a Customer Service Agent, working alongside and supporting your team. You’ll work really closely with the client on a daily basis to provide the best possible service for seamless service delivery.

Whilst on a live shift, you’ll be communicating directly with customers on a variety of platforms including over the phone, via email, social media and SMS, using a knowledge base to resolve queries and provide the best service. 

You can see the full job description here. 

The Client

Dormeo is a global bedding brand with millions of customers around the world. Originally founded in Europe over 25 years ago, it has become one of the world's fastest-growing and most trusted sleep brands!

Being focused on improving the lives of customers with faster, deeper, and longer sleep, Dormeo uses innovation to offer the only truly breathable sleep products on the market, being the proud owner of the breakthrough technology, Octaspring. 

Learn more about Dormeo here!

Ready to Apply? Here are the qualifications: 

• You have significant experience in either customer service, sales or client services/account management, both online and over the phone. (Remote is a plus!)
• You have team management experience (ideally virtual), including recruitment, onboarding and performance management.
• You have client-facing experience.
• You have knowledge of the role customer service plays in the consumer buying and support process. Customer retention knowledge and experience are a plus! 
• You have experience designing and delivering team training.
• You are business-savvy -- able to demonstrate commercial awareness.
• You are timely and responsive.
• You are able to multi-task and keep everything organised.
• You are an independent worker, able to be resourceful. 
• You're a problem-solver and can work autonomously to secure the best possible solution.
• You have previous experience in working towards KPIs and delivering high-quality QA.
• You're not afraid to put yourself out there -- you're confident and professionally assertive.
• You are calm and professional under pressure and able to de-escalate as necessary.
• You are open to direct, constructive feedback and are able to take action. You don't take feedback personally!
• You adopt our company values and can adapt to change easily.
• You are based in the US and can demonstrate your eligibility to work in the         US.
• You are a team player - flexibility, adaptability and a desire to succeed are a must!
  
  Double-check that your resume/CV is up to date and in tip-top shape for review! Please do not upload it as a .doc file, as we won't be able to open it! 

Team Function: Operations

Reports to: Operations Manager/Head of Operations

Remuneration: $30-$33k annually, depending on experience.

Hours of Work: 40 hours per week, split into project time/team management duties. Live shifts will account for approximately 16 hours a week out of the 40 total. The latest shift pattern is a 10 pm finish and the earliest start time is 8 am, subject to rota.

Must be flexible to working days, evenings, and/or weekends if required. 

Contract Type: Permanent

Location: Your days of sitting in traffic or enduring long commutes are over. We are fully remote, homeworking (Florida/Georgia). Isn't that awesome? 

Please note we are a BYOD (Bring Your Own Device) company.