Assistant Manager Customer Care

Job Description – Assistant Manager (International Chat Support)
Experience: 4+ Years
Process: International Chat Support
Role: Assistant Manager

Job Summary

We are looking for an experienced and result-oriented Assistant Manager – Chat Support to manage and lead a team handling international customer queries through chat. The ideal candidate should have strong written communication skills, leadership abilities, and prior experience managing teams in an international customer support process.

Key Responsibilities

• Manage and lead a team of chat support executives handling international customers.
• Monitor daily team performance and ensure achievement of KPIs, SLAs, CSAT, productivity, and quality targets.
• Ensure timely and accurate resolution of customer queries through chat.
• Monitor chat quality, response time, customer satisfaction, and adherence to process guidelines.
• Conduct regular team meetings, performance reviews, coaching, and feedback sessions.
• Handle escalations and ensure effective resolution of complex customer issues.
• Identify performance gaps and implement action plans to improve team productivity and service quality.
• Prepare and share daily, weekly, and monthly performance reports with management.
• Coordinate with internal teams to resolve customer concerns and improve process efficiency.
• Ensure compliance with company policies, process guidelines, and customer service standards.

Required Skills & Qualifications

• Minimum 4+ years of experience in customer support/chat support.
• Previous experience as an Assistant Manager in Chat Support is mandatory.
• Experience handling international customer support processes.
• Excellent written and verbal communication skills.
• Strong leadership, team management, and decision-making abilities.
• Good knowledge of customer service KPIs, SLAs, CSAT, quality, and productivity metrics.
• Ability to handle escalations and manage team performance effectively.
• Strong analytical, problem-solving, and interpersonal skills.
• Proficiency in MS Excel and performance reporting.

Preferred Candidate Profile

• Candidates with experience managing international chat support teams.
• Strong focus on customer satisfaction, quality, and operational excellence.
• Ability to work in a fast-paced environment and manage multiple priorities.

Job Type: Full-time

Education:

• Bachelor's (Preferred)

Work Location: In person