Workplace Live Chat Lead: Real‑Time Issue Solver

Jones Lang LaSalle Incorporated; Warszawa; On-site; PLN 180,000 - 240,000; Full time

Job summary

JLL in Warsaw is seeking an experienced Workplace Support Senior Live Chat Specialist & Team Lead for a global 24/7 operation. The role focuses on real-time issue resolution in Facilities & Workplace Management, with an emphasis on judgment, ownership, and rapid ticketing when needed.

You will manage up to three concurrent chats, maintain an average handle time of 10 minutes, and create detailed work orders to enable downstream resolution.

Qualifications

• Minimum 6 years of experience in Live Chat/Support.
• Minimum 4 years in real-time, multi-concurrency live chat environment.
• Typing speed of 60+ WPM with high accuracy.
• Excellent written English and business communication for real-time interactions.
• Experience with enterprise ticketing platforms, chat systems, and case management systems.

Responsibilities

• Real-Time Issue Resolution across up to 3 concurrent chats.
• Rapid Triage & Diagnosis of incoming chat requests.
• Create comprehensive internal work orders in the IWMS within the 10-minute AHT window.
• Act as the immediate human safety net for P1 exceptions and route accordingly.
• Data governance and SLA loop accountability for building data integrity.
• Knowledge-based troubleshooting using internal repositories and SOPs.
• End-to-End ownership from Tier 0 handover to ticket creation or regional handover.

Skills

Live Chat

Service Desk

Ticketing

English Proficiency

Real-time Support

Decision Making

Tools

IWMS

Ticketing Platforms

Chat Systems

Case Management Systems

Job description

JLL in Warsaw is seeking an experienced Workplace Support Senior Live Chat Specialist & Team Lead for a global 24/7 operation. The role focuses on real-time issue resolution in Facilities & Workplace Management, with an emphasis on judgment, ownership, and rapid ticketing when needed.

You will manage up to three concurrent chats, maintain an average handle time of 10 minutes, and create detailed work orders to enable downstream resolution.