Lead, Customer Solutions & Live Chat

Parts Town

City of Plattsburgh, Fort Wayne, Addison (NY, IN, IL)

On-site

USD 64,755 - 96,736

Full time

14 days+

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Benefits offered by this job

Team events

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay

Health insurance

401k matching

Job summary

Parts Town in the United States seeks a Manager, Customer Solutions & Chat to lead the I-Team and Live Chat, coaching a large team of Parts Experts and driving customer excellence. You will oversee daily operations and coach, develop, and mentor staff while improving processes with empathy and data-driven decisions.

Responsibilities include monitoring chats, handling escalations, delivering performance reporting, and shaping the customer experience across channels.

Qualifications

3+ years in a customer-centric leadership role.
Comfort navigating multiple systems and platforms (Excel, Salesforce, live chat).
Highly organized with strong time-management skills.
Passion for delivering exceptional customer service and coaching others.

Responsibilities

Serve as resource for team members, sharing best practices.
Monitor chats and calls; provide training progress feedback.
Handle escalations and resolve customer concerns.
Deliver reporting on team performance, metrics, and KPIs.
Evaluate and improve processes; support overflow chats, calls, emails.
Coach team members and drive a positive, collaborative environment.

Skills

Customer leadership

Coach/Develop others

Analytical thinking

Communication

English fluency

Tools

Microsoft Excel

Salesforce

Live chat platforms

Job description

Responsibilities include monitoring chats, handling escalations, delivering performance reporting, and shaping the customer experience across channels.

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