We're a digital content management agency looking for an experienced Chatting Manager to lead and train our messaging/engagement team. This is a leadership role overseeing quality, consistency, and performance across our chat operations.
What You'll Do
Manage and train a team of chat representatives, ensuring high response quality and consistency
Develop and refine scripts, tone guidelines, and best practices for engagement
Monitor conversations for quality assurance and provide coaching/feedback
Track team performance metrics (response time, engagement rate, conversion) and report weekly
Handle scheduling and shift coverage to ensure 24/7 responsiveness
Troubleshoot escalations and handle high-priority accounts personally when needed
Identify process gaps (e.g. missed messages, inconsistent training) and implement fixes
What We're Looking For
Prior experience managing a remote team, ideally in messaging, customer engagement, or online sales
Strong written communication skills — clear, persuasive, and adaptable tone
Highly organized with strong attention to detail
Comfortable with performance tracking and using data to coach a team
Reliable internet connection and ability to work flexible/rotating hours
Leadership experience — you can hold people accountable without micromanaging
Bonus Points
Experience in online content, subscription platforms, or digital sales environments
Familiarity with CRM or messaging management tools
