Online Chat Support Manager

October 19, 2024

Netflix, a leading global entertainment service, is seeking an experienced and dynamic Online Chat Support Manager to join our dedicated team. This part-time role is designed for an individual who excels in providing top-notch customer support via online chat channels while also showcasing strong leadership skills. As part of our customer engagement strategy, you will be responsible for enhancing the customer service experience and ensuring the highest quality of support.

**Key Responsibilities:**

1. **Team Leadership and Development:** - Recruit, train, and mentor a team of online chat support agents. - Foster a positive and productive team environment that promotes collaboration and accountability. - Conduct regular performance evaluations and provide constructive feedback to team members.

2. **Customer Interaction:** - Oversee the daily operations of the online chat support function, ensuring inquiries are addressed promptly and efficiently. - Develop and implement best practices for online chat engagement to enhance customer satisfaction and loyalty. - Analyze chat metrics and customer interactions to identify trends and areas for improvement.

3. **Process Improvement:** - Collaborate with cross-functional teams to create and refine support processes that align with Netflix's commitment to delivering exceptional customer experiences. - Utilize research skills to gather data on customer issues, preferences, and feedback, presenting findings to the management team for strategic decision-making. - Monitor the implementation of new systems or tools that improve chat support efficiency and effectiveness.

4. **Quality Assurance:** - Establish and maintain quality assurance protocols, ensuring online communications meet established performance standards. - Review transcripts of customer interactions, ensuring adherence to company policies and guidelines, and providing insights for training programs.

5. **Adaptability and Strategic Planning:** - Develop strategies to adapt support resources to meet seasonal fluctuations in demand or changes in customer behavior. - Stay updated on industry trends and best practices in customer support technology and practices, integrating these insights into the team's approach.

6. **Stakeholder Collaboration:** - Work closely with the product, marketing, and tech teams to ensure a seamless integration of customer feedback into service offerings and enhancements. - Report on team performance and customer satisfaction metrics to senior management regularly.

**Requirements:**

- **Experience:** - A minimum of 7 years of experience in customer support, with at least 3 years in a supervisory or managerial role, preferably in a tech-driven or entertainment environment. - **Education:** - Bachelor’s degree in Business Administration, Communication, or a related field is preferred.

- **Technical Skills:** - Proficiency in online chat support platforms and customer relationship management (CRM) software. - Strong research skills to analyze customer feedback and support data.

- **Personality Traits:** - Highly adaptable to changing environments and customer needs. - Motivated and proactive in seeking solutions and improvements for the customer experience.

- **Soft Skills:** - Exceptional interpersonal and communication skills, capable of building rapport with diverse teams and customers. - Strong problem-solving capabilities and the ability to think critically under pressure.

**Benefits:** - Joining Bonus - Visa sponsorship for qualified candidates - Gym membership to support your wellness and fitness

**Working Environment:** Join a company that transcends borders, promoting collaboration on a global scale. At Netflix, we value innovation, relationship building, and the ability to adapt to the ever-changing landscape of entertainment.

**Application Deadline:** Please submit your application by **October 22, 2024**.

**Equal Opportunity Statement:** Netflix is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer. We welcome applicants from all backgrounds and experiences. All employment decisions are made without regard to race, color, religion, sexual orientation, gender identity, national origin, disability status, or any other status protected by local, state, or federal law.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.

Work Schedule

This job has the following work schedule:

Flexible

Benefits & Perks

This job has the following benefits:

Remote work flexibility

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