Contact Center Chat Support Team Leader

A Chat Support Team Leader is responsible for leading and motivating a team of chat agents to deliver fast, accurate, and empathetic customer service through live chat, SMS, and messaging channels. You monitor live queues, handle escalated customer chats, conduct performance coaching, and track key chat metrics.Key ResponsibilitiesReal-Time Monitoring: Track live chat concurrency (number of active chats per agent), response times, and queue volumes to ensure service levels are met.Coaching and Development: Conduct regular one-on-one sessions, review chat transcripts for tone and accuracy, and run training on new product features or policy updates.Escalation Management: Take over complex, frustrated, or sensitive customer chat interactions from agents to reach a positive resolution.Performance Tracking: Analyze metrics like First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), and Resolution Rate.Operational Support: Manage shift schedules, handle real-time chat routing adjustments, and run daily team huddles.Qualifications and SkillsExperience: 2+ years of customer support experience, with at least 1 year in a live chat or digital support environment (prior leadership or peer-mentoring experience preferred).Education: High School Diploma or GED required; Associate's or Bachelor's degree preferred.

Technical Skills

Proficiency in live chat software (e.g., Zendesk, Intercom, LiveChat, Salesforce) and workforce management tools.Communication Skills: Exceptional written grammar, spelling, and typing speed, alongside strong verbal coaching abilities.Analytical Mindset: Ability to interpret data dashboards and spot performance trends.