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Ethypharm Groups® is seeking a highly organized, experienced, and customer-focused Chat Support Supervisor to lead and oversee a team of Chat Support Agents. The Chat Support Supervisor will be responsible for ensuring exceptional customer service, maintaining team productivity, monitoring service quality, and providing guidance and coaching to support representatives.

The successful candidate should have strong communication and leadership skills, excellent judgment, and the ability to manage multiple customer-service priorities in a fast-paced remote environment.

Key Responsibilities

• Supervise and support a team of remote Chat Support Agents.
• Monitor daily team performance, productivity, attendance, and service quality.
• Ensure customer inquiries are handled promptly, professionally, and accurately.
• Review chat interactions to ensure compliance with company policies and customer-service standards.
• Provide coaching, feedback, and performance guidance to team members.
• Assist agents with complex, sensitive, or escalated customer issues.
• Identify recurring customer concerns and communicate trends to management.
• Ensure agents maintain accurate customer records and properly document interactions in the CRM system.
• Monitor response times, resolution rates, customer satisfaction, and other key performance indicators.
• Conduct regular team meetings, briefings, and performance reviews.
• Assist with onboarding and training newly hired Chat Support Agents.
• Develop and reinforce best practices for written communication and customer engagement.
• Coordinate with other departments to resolve customer issues efficiently.
• Maintain confidentiality and protect customer and company information.
• Prepare performance reports and provide management with updates regarding team activities and results.
• Help implement process improvements that increase efficiency and customer satisfaction.
• Ensure the team follows all applicable company procedures, policies, and communication standards.

Required Qualifications

• High school diploma or equivalent; additional education or customer-service training is an advantage.
• Previous experience in customer service, chat support, call center operations, or a related field.
• Previous supervisory or team-lead experience is strongly preferred.
• Excellent written and verbal communication skills.
• Strong interpersonal and conflict-resolution skills.
• Ability to coach, motivate, and manage a remote team effectively.
• Strong organizational and time-management abilities.
• Comfortable working with CRM systems, live-chat platforms, Microsoft Teams, and other workplace technologies.
• Ability to analyze performance metrics and identify areas for improvement.
• Strong attention to detail and problem-solving ability.
• Ability to work independently while maintaining effective communication with management and team members.

Preferred Skills

• Customer-service leadership
• Live-chat management
• Team coaching and development
• Performance monitoring
• Conflict resolution
• CRM management
• Microsoft Teams and remote collaboration
• Data and KPI analysis
• Quality assurance
• Written business communication

Key Performance Indicators (KPIs)

Performance may be evaluated using metrics including:

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Average Resolution Time
• Chat Quality Scores
• Team Productivity
• Attendance and Schedule Adherence
• Escalation Rates
• Customer Retention and Service Quality

Work Environment

This is a remote position requiring a reliable internet connection, a suitable computer, and a professional workspace. The Chat Support Supervisor must be available during assigned working hours and maintain consistent communication with management and team members through approved company communication platforms.

Compensation and Benefits

Compensation, benefits, paid time off, and other employment terms will be provided according to the company's applicable employment policies and the terms of the successful candidate's employment agreement.