Customer Solutions Leader - Live Chat & Team Growth

Parts Town; Parc (NY); Hybrid; USD 65,000 - 97,000; Full time

Benefits offered by this job

Parts Town Pride - culture tour

Quarterly profit-sharing bonus

Hybrid work schedule

Team member appreciation events and QP

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay options

Health, 401k with match, EAP and time/

Job summary

Parts Town is hiring a Manager, Customer Solutions - I-Team & Live Chat. You will lead a large team of Parts Experts, coaching, developing, and guiding day-to-day operations for Independent Segment and Live Chat teams, while driving process improvements and customer experiences.

You will champion operational excellence, empower growth, and embody Parts Town values with a growth mindset and strong collaboration across teams.

Qualifications

• Experience in a customer-centric leadership role (3+ years preferred).
• Confident navigating multiple systems; bonus for Excel, Salesforce, live chat platforms.

Responsibilities

• Serve as a resource for team members by answering questions and sharing best practices.
• Monitor chats and calls to provide feedback on training progress and development opportunities.
• Handle escalations, address customer concerns, and rectify errors.
• Deliver reporting on team performance, metrics, and KPIs to team and leadership.
• Evaluate and improve existing processes and procedures.
• Support the team by handling overflow chats, calls, and emails as needed.
• Coach and develop team members and foster a collaborative environment.
• Drive improvements in parts identification, pricing accuracy, and customer relationships.

Skills

Customer-centric leadership

Time management

Analytical thinking

Communication

Coaching & development

Problem solving

Tools

Excel

Salesforce

Live chat platforms

Job description

Parts Town is hiring a Manager, Customer Solutions - I-Team & Live Chat. You will lead a large team of Parts Experts, coaching, developing, and guiding day-to-day operations for Independent Segment and Live Chat teams, while driving process improvements and customer experiences.

You will champion operational excellence, empower growth, and embody Parts Town values with a growth mindset and strong collaboration across teams.