Global Chat Operations Lead

2 days ago


Gurgaon, Haryana, India Hogarth Studios Full time
Job Description

We are seeking a highly skilled and experienced Global Chat Operations Lead to join our team at Hogarth Studios. As a key member of our virtual events team, you will be responsible for overseeing the management of global live chat processes for virtual webinar events.

Key Responsibilities:
  • Lead and oversee global live chat management for virtual webinar events, ensuring seamless communication across international audiences, speakers, event hosts, and clients.
  • Supervise and mentor a diverse team of chat moderators, providing leadership and support to ensure global consistency in communication and moderation standards.
  • Develop and implement global chat moderation processes, taking into account regional cultural sensitivities, language differences, and time zone variations to ensure a consistent and inclusive experience for all participants.
  • Serve as the primary point of contact for clients during live events, managing their expectations, providing real-time feedback, and ensuring the smooth execution of global chat strategies.
  • Proactively respond to audience inquiries, addressing questions, comments, and concerns in a timely, professional, and culturally sensitive manner, maintaining an engaging environment for a global audience.
  • Manage the escalation process for technical issues or content-specific inquiries, ensuring swift resolution and clear communication with global internal teams.
  • Collaborate with speakers, event organizers, and technical teams to ensure smooth coordination of live chat processes, including the translation and localization of content when necessary.
  • Implement processes for monitoring and reporting audience engagement metrics across different time zones and regions, providing actionable insights to clients and internal teams for continuous improvement.
Requirements:
  • Familiarity with global chat moderation processes, including working with international teams and ensuring the consistent delivery of high-quality experiences across multiple regions.
  • Previous experience managing or leading large-scale virtual events or webinars with a global audience, with a focus on coordinating different aspects of chat management across time zones and cultures.
Compensation:

The estimated annual salary for this position is between $80,000 to $110,000 depending on experience and qualifications.



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