Contact Center Chat Support Team Leader

VXI Global Solutions; Morrow (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

VXI Global Solutions in Georgia seeks a Chat Support Team Leader to guide a team of agents across live chat, SMS, and messaging channels, ensuring fast, accurate, and empathetic service.

You will monitor queues, coach performance, analyze metrics like First Response Time and CSAT, and drive daily team huddles and scheduling to meet service levels.

Qualifications

• 2+ years in customer support
• 1+ year in live chat or digital support
• Diploma required; higher education preferred

Responsibilities

• Real-Time Monitoring of live chat concurrency, response times, and queue volumes to ensure service levels are met.
• Coaching and development through one-on-one sessions and transcript reviews; training on features or policy updates.
• Escalation management by taking over complex chats to reach positive resolutions.
• Performance tracking of key metrics such as FRT, AHT, CSAT, and Resolution Rate.
• Operational support including shift scheduling, real-time routing adjustments, and daily team huddles.

Skills

Leadership

Customer service

Coaching

Communication

Data analysis

Education

High School Diploma

AA/BA preferred

Tools

Zendesk

Intercom

LiveChat

Salesforce

Workforce management

Job description

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 Responsibilities

• Real-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 Skills

• Experience: 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.