Job Description:
Xero is seeking a Remote Chat Support Manager to join our team in Tauranga, Bay Of Plenty, NZ. As a part-time position at a mid-to-senior level, the ideal candidate will have at least 7 years of experience in a similar role and possess the drive and passion necessary to excel in a fast-paced environment.
Responsibilities:1. Manage a team of remote chat support agents and oversee their daily operations.2. Develop and implement strategies to improve chat support efficiency and customer satisfaction.3. Monitor chat support performance metrics and provide regular reports to upper management.4. Train and mentor chat support agents to ensure they have the necessary skills to deliver exceptional service.5. Collaborate with other departments to address customer issues and improve overall support processes.6. Stay up-to-date on industry trends and best practices in chat support management.7. Handle escalated customer inquiries and ensure timely resolution.
Requirements:1. 7+ years of experience in a chat support or customer service role.2. Strong project management skills with a focus on problem-solving.3. Excellent communication and interpersonal abilities.4. Proven leadership experience in managing remote teams.5. Ability to work independently and make decisions under pressure.6. Proficiency in chat support software and customer relationship management tools.7. Bachelor's degree in a related field (preferred).
Personality Traits:1. Driven to succeed and exceed goals.2. Passionate about delivering exceptional customer service.
Benefits:1. Disability insurance.2. Paid sick leave.3. Dental insurance.
Working Environment:At Xero, we strive to inject a sense of joy and vibrancy into the work environment. We value diversity and inclusivity in all aspects of our business operations.
Deadline to apply: April 29, 2024
Equal Opportunity Statement:Xero is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability. We are committed to building a diverse and inclusive workplace where all employees feel valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.