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Chat Manager Jobs in Toronto, ON (NOW HIRING)

NFP Corp

Client Manager, Personal Insurance

Oshawa, ON · On-site

CA$50K - CA$70K/yr

We're looking for a Client Manager for our Digital Team, who primarily service our clients through live chat and email. The successful candidate will leverage their industry knowledge and expertise ...

New

NFP Corp

Client Manager, Personal Insurance

Oshawa, ON · On-site

CA$50K - CA$70K/yr

We're looking for a Client Manager for our Digital Team, who primarily service our clients through live chat and email. The successful candidate will leverage their industry knowledge and expertise ...

New

NFP Corp

Client Manager, Personal Insurance

Hamilton, ON

CA$50K - CA$70K/yr

We're looking for a Client Manager for our Digital Team, who primarily service our clients through live chat and email. The successful candidate will leverage their industry knowledge and expertise ...

New

Quince

Team Manager, Customer Service (Canada)

Toronto, ON · On-site

CA$86K - CA$102K/yr

Lead, manage, and develop a team of Canada-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social). * Drive team performance ...

Acara Solutions

Procurement Manager

Concord, ON · On-site

CA$100K - CA$120K/yr

The Procurement Manager is responsible for the overall management and performance of a specific set ... The call or chat may be recorded so that our recruiting team can review it - they make all final ...

Canadiantirecorporation

Manager, RSSD

Toronto, ON · On-site

CA$79K - CA$131K/yr

Ensure effective management of incident, request, email, voicemail, and chat support channels. * Manage after-hours escalation processes and operational coverage requirements. * Act as the senior ...

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Showing results 1-20

All JobsChat JobsChat Manager JobsChat Manager Jobs in Toronto, ON

Chat Manager information

What is a chat manager?

Chat Managers are professionals responsible for overseeing and facilitating online chat communications between a company and its customers or users. They manage chat support teams, ensure timely and accurate responses, and work to improve customer satisfaction through effective communication. Chat Managers may also analyze chat metrics, train new chat agents, and develop best practices to enhance service quality. Their role is vital in maintaining a positive digital customer experience and resolving issues efficiently.

What are the key skills and qualifications needed to thrive as a chat manager, and why are they important?

To excel as a Chat Manager, you need expertise in customer service, team leadership, and digital communication, often supported by prior experience in customer support or contact center environments. Familiarity with chat platforms, CRM software, and analytics tools is typically required, and certifications in customer service management can be beneficial. Strong soft skills such as conflict resolution, multitasking, and motivational leadership help build cohesive and high-performing teams. These competencies are essential for ensuring efficient, high-quality customer interactions and meeting organizational service goals.

How does a chat manager typically collaborate with customer support and technical teams to improve service quality?

A Chat Manager works closely with customer support agents to monitor conversations, identify recurring issues, and provide coaching for improved communication. They often liaise with technical teams to relay customer feedback and troubleshoot platform issues, ensuring prompt resolution and smoother chat operations. Regular meetings and data-sharing sessions help align strategies and maintain high service standards. This collaborative approach ensures that both customer-facing representatives and technical staff are informed and responsive to evolving customer needs.

What is the difference between Chat Manager vs Customer Support Specialist?

AspectChat ManagerCustomer Support Specialist
Required CredentialsHigh school diploma or equivalent; experience in chat platformsHigh school diploma or equivalent; customer service experience
Work EnvironmentOnline, remote or office-based chat platformsCall centers, online support, retail, or service settings
Employer & Industry UsageTech companies, e-commerce, customer service firmsRetail, telecom, hospitality, and service industries
Common Search & Comparison IntentUnderstanding roles in chat-based customer serviceCustomer support roles and responsibilities

Chat Managers oversee online chat support teams, managing chat interactions and ensuring quality. Customer Support Specialists handle direct customer inquiries across various channels. While both roles require customer service skills, Chat Managers focus on team oversight and chat platform management, whereas Customer Support Specialists focus on resolving customer issues directly.

What are the most commonly searched types of Chat jobs in Toronto, ON?

The most popular types of Chat jobs in Toronto, ON are:

What are popular job titles related to Chat Manager jobs in Toronto, ON?

For Chat Manager jobs in Toronto, ON, the most frequently searched job titles are:

What job categories do people searching Chat Manager jobs in Toronto, ON look for?

The top searched job categories for Chat Manager jobs in Toronto, ON are:

Chat Manager jobs near you
Infographic showing various Chat Manager job openings in Toronto, ON as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 81% Physical, 4% Hybrid, and 15% Remote job distribution.

Conversational AI Chat Bot Developer, Cognigy

TTEC Digital

Toronto, ON • Remote

Full-time

Re-posted 3 days ago

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The AI Developer is responsible for the development, testing and delivery of the NICE CXone AI software platform. This is a hands-on, technical role for individuals skilled in technical development experience. You will be tasked to implement the NICE Proactive AI Agent, Omilia and Cognigy software. Technical experience with various call center technologies including NICE CXone, IVR/ACD, VoIP, Email, SMS, and Chat systems will be beneficial. Key responsibilities include the development of the NICE Proactive AI product and features, unit testing, code reviews, resolving defects encountered during the QA cycle, supporting the production environment, and assisting other developers in a team environment.
What You'll Be Doing
  • Developing and enhancing conversational chat bot solutions in relation to Cognigy and NICE Proactive AI Agent for client implementation projects.
  • Work as a member of the TTEC Digital project team to enhance and improve software written in JavaScript.
  • Code and test projects.
  • Deliver high-quality software on time.
  • Attend meetings and training as required.
  • Perform system analysis and project management duties for the successful completion of a project.
  • Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.
  • Exercises wide latitude in determining objectives and approaches to engagements.
  • Mitigating and resolving code errors for development and future concepts.
What You'll Bring to the Role
  • 3 years of professional experience building and delivering Natural Language Processing (NLP) systems, including Large Language Models (LLM) based or Generative AI solutions.
  • 3 or more years of software development, to include design, custom development (JavaScript, Python, Java), and testing of real time systems.
  • 5+ years JavaScript experience.
  • Experience with products such as DialogFlow, Kore.ai, Cognigy, Amazon Lex or Omilia.
  • Hands on experience with modern chat bot creation, AI Virtual Agents/Agent Assist.
  • Contact Center as a Service (CCaaS), NICE CXone and CXone Studio experience is nice to have
  • Team Player and the ability to mentor team members
  • Desire to work in a fast-paced environment.
#LI-DD1

 About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

As part of our commitment to fair and efficient hiring practices, TTEC Digital uses artificial intelligence (AI) tools to help screen applications and match candidates to job requirements. These tools assist our human recruiters but do not make final hiring decisions.
 
#LI-RemoteCanada
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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