Hybrid Customer Solutions Manager — Live Chat & Growth

Parts Town; Fort Wayne (IN); Híbrido; USD 65.000 - 97.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Parts Town Pride

Profit-sharing bonus

Hybrid work schedule

Recognition programs

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay

Descripción de la vacante

Parts Town is looking for a Manager, Customer Solutions - I-Team & Live Chat to lead a large team of Parts Experts. You will coach, develop, and guide day-to-day operations across the Independent Segment and Live Chat, driving a culture of exceptional customer experiences.

You will continuously evaluate processes, empower teams, and deliver actionable reporting while upholding Parts Town values and a growth mindset. This role blends leadership with hands-on support in a hybrid work environment.

Formación

• 3+ years in a customer-centric leadership role.
• Experience with Excel, Salesforce, and live chat platforms.
• Highly organized with strong time management.
• Fluent in English with strong communication skills.
• Passionate about coaching, developing others, and creating clear documentation.

Responsabilidades

• Answer questions and share best practices with team members.
• Monitor chats and calls to provide feedback on training and performance.
• Handle escalations and customer concerns promptly.
• Deliver regular reporting on team performance, metrics and KPIs.
• Evaluate and improve existing processes and procedures.
• Support the team by managing overflow chats, calls and emails.
• Coach and develop team members, fostering a positive, collaborative environment.
• Drive improvements in parts identification and pricing accuracy.

Conocimientos

Customer‑centric leadership

Communication

Analytical thinking

Coaching & training

Herramientas

Microsoft Excel

Salesforce

Live chat platforms

Descripción del empleo

Parts Town is looking for a Manager, Customer Solutions - I-Team & Live Chat to lead a large team of Parts Experts. You will coach, develop, and guide day-to-day operations across the Independent Segment and Live Chat, driving a culture of exceptional customer experiences.

You will continuously evaluate processes, empower teams, and deliver actionable reporting while upholding Parts Town values and a growth mindset. This role blends leadership with hands-on support in a hybrid work environment.