Also referred to as: Customer Service Manager -E-Commerce, E-Commerce Customer Support Manager
Requirements and Responsibilities

Chat Support Manager manages a team of service representatives that respond to customer inquiries via live chat. Ensures that service standards are established and attained. Being a Chat Support Manager responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, Chat Support Manager coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The Chat Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Chat Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.

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