Manager, Customer Solutions & Chat (I-Team)

Parts Town; Chicago (IL); Hybrid; USD 64,755 - 96,736; Full time

Benefits offered by this job

Parts Town Pride

Quarterly profit-sharing bonus

Hybrid work schedule

Team member appreciation events

Volunteer opportunities

Monthly IT stipend

Casual dress code

On-demand pay options

Health, dental, vision insurance

401k with match

Paid time off

Professional development opportunities

Job summary

Parts Town is seeking a Manager, Customer Solutions – I-Team & Live Chat to lead a large team of Parts Experts, coaching, developing, and guiding daily operations for Independent Segment and Live Chat. The role emphasizes empathy, performance, and data-driven decisions in a fast-paced environment.

You will drive process improvements, monitor metrics, and foster a collaborative culture that aligns with Parts Town’s values and goals. Hybrid schedule with strong focus on customer experience.

Qualifications

• 3 years in a customer-centric leadership role (preferred).
• Experience navigating multiple systems and platforms (bonus if Excel, Salesforce, and live chat).
• Strong organizational and time-management skills with attention to detail.

Responsibilities

• Lead and coach a large team of Parts Experts across Independent Segment and Live Chat.
• Provide coaching, development, and day-to-day guidance to the team; drive operational excellence.
• Deliver reporting on metrics and KPIs to leadership and teams; optimize processes.

Skills

Customer-centric leadership

Communication

Analytical thinking

Tools

Microsoft Excel

Salesforce

Live chat platforms

Job description

Description

• Position at Parts Town

See What We're All About

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change...and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat --

Perks

• Parts Town Pride -- check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Hybrid work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away -- don't worry, we've got you covered.

The Job at a Glance

Responsible for shaping the experience of every Parts Town customer, the Manager, Customer Solutions -- I-Team & Live Chat (internally known as Manager, Parts Experts) plays a critical role in how Parts Town continues to transform the industry.

This leader supports a large team of Parts Experts, serving as the primary resource for coaching, development, training, and day-to-day guidance while overseeing the daily operations of both the Independent Segment and Live Chat teams. They are responsible for fostering a positive, high-performing environment where team members are empowered to grow, collaborate, and deliver exceptional customer experiences.

In addition to leading people, this role continuously evaluates and improves processes that support our customers, team members, and technology platforms. By leading with empathy, accountability, and a growth mindset, this leader will champion operational excellence while embodying Parts Town’s values and driving our culture of unique enthusiasm every day.

A Typical Day

• Serve as a resource for team members by answering questions and recommending best practices
• Monitor chats and calls to provide feedback on training progress, achievements, and development opportunities
• Handle escalations, address customer concerns, and rectify any errors
• Deliver reporting on team performance, metrics, and KPIs to your team and to leadership
• Evaluate and improve existing processes and procedures
• Support the team by handling overflow chats, calls and email interactions as needed
• Coach and develop team members while fostering a positive, collaborative environment
• Drive improvements in parts identification, pricing accuracy, and customer relationship-building
• Support team members' personal growth and career development throughout their Parts Town journey

To Land This Opportunity

• You have experience in a customer centric leadership role (3 years preferred)
• You can confidently navigate multiple systems and platforms (bonus points if you have experience with Microsoft Excel, Salesforce, and live chat platforms!)
• You are highly organized, pay close attention to detail, and have strong time management skills
• You have a passion for delivering exceptional customer service
• You lead with professionalism while bringing positive energy, enthusiasm, and fun to your team
• You think analytically, solve problems creatively, and use data to drive informed decisions and results
• You are passionate about coaching, developing others, facilitating training, and creating clear, effective documentation
• You excel at managing multiple priorities while maintaining a high level of accuracy and quality
• You can confidently navigate difficult conversations, resolve conflict, and build strong relationships across teams
• You're an all-star communicator and are fluent in English (both written and verbal)
• You have a quality, high-speed internet connection at home

About Your Future Team

This team is made up of a diverse group of superheroes who are collaborative, resourceful problem-solvers with a competitive spirit and a genuine appreciation for one another's unique personalities. We thrive on teamwork, celebrate each other's successes, and embrace the quirks that make our team special.

We love bringing energy to the workplace by decorating our spaces for holidays and creating an environment that's both fun and welcoming. If there's one thing you should know about us, it's that we're passionate about three things: great food, our work family, and getting the job done. We work hard, support one another, and know how to have fun along the way.

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated.

The salary range for this role is $64,755.44 - $96,736.37 annually which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.