Manager – Chat Support

5 days ago

Ahmedabad, Gujarat, India JJAS Info Solutions Pvt. Ltd. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Company Description

JJAS Info Solutions Pvt. Ltd. specializes in providing exceptional call center services for US-based organizations. Our expertise spans from supporting small online retailers to publicly traded corporations. We are dedicated to ensuring the highest level of customer care and operational efficiency. Join our team to be a part of a dynamic and professional environment.

Job Summary

We are seeking a dynamic and experienced Chat Support Manager to lead our chat support operations. The ideal candidate will have a minimum of 3 years of proven experience as a Chat Support Manager, possess solid technical knowledge of chat support platforms, and have a track record of successfully managing teams of at least 50 chat support agents. This leader will drive service excellence, people development, and innovation, while ensuring technical reliability and seamless customer experiences.

Key Responsibilities

  • Manage and mentor a team of 50+ chat support agents with a focus on performance, development, and motivation.
  • Oversee daily chat operations, ensuring prompt, high-quality support and compliance with established SLAs.
  • Implement best practices and standard operating procedures for chat support.
  • Analyze service metrics, chat transcripts, and customer feedback to continuously improve quality, processes, and customer satisfaction.
  • Resolve complex and escalated customer issues, acting as the technical point of contact for the team.
  • Collaborate with IT and product teams to ensure the technical reliability, integration, and security of chat support platforms.
  • Lead recruitment, onboarding, and ongoing training for new agents, with a focus on technical troubleshooting, product knowledge, and customer service skills.
  • Develop and manage schedules, workflows, and resource allocation to maintain optimal coverage and avoid service gaps.
  • Monitor compliance with security, privacy, and data protection protocols, conducting regular reviews and audits as required.
  • Report service performance metrics, trends, and recommendations to senior management.

Required Qualifications

  • Minimum 3 years as a Chat Support Manager, ideally in a fast-paced BPO or customer support environment.
  • Demonstrated experience managing and developing teams of at least 50 chat support agents.
  • Strong technical understanding of chat support software, CRM integration, and support operations (e.g., live chat systems, escalation, workflow automation).
  • Familiarity with service metrics (CSAT, FRT, AHT, Resolution Rate) and quality assurance methodologies
  • Excellent written and verbal communication skills, problem-solving abilities, and process orientation.
  • Ability to multitask, lead change, and drive continuous improvement.
  • Bachelor's degree preferred; relevant certifications (ITIL, customer service, chat support systems) are a plus.

Desired Skills

  • Experience with chatbot workflows and CRM integrations.
  • Advanced proficiency in analyzing chat performance reports and optimizing support strategies.
  • Team leadership, mentoring, and conflict resolution skills.
  • Process documentation and reporting experience.
  • Strategic mindset with hands-on operational expertise

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