Chat Team Leader

Job Description

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it? The Keyloop Chat Leader will be responsible for overseeing the daily operations of the Keyloop Chat team, ensuring high-quality customer interactions, and driving continuous improvement in customer support processes. This role involves managing a team of chat agents, monitoring performance, and implementing strategies to enhance customer satisfaction. Key Duties and Responsibilities *People who have/had Chat experience only can apply for this TL position. *someone who has spent more than 12 months in the organization. Lead and manage the Keyloop Chat team, providing coaching, training, and performance management to ensure high standards of customer service. Monitor chat queues and volume, assess workload, and plan staffing needs to ensure adequate coverage. Oversee real-time chat monitoring to ensure quality and adherence to guidelines. Collaborate with other departments, including marketing, IT, and customer service, to improve customer engagement and support processes. Implement and update shift schedules, ensuring optimal team performance and coverage. Provide support and guidance to team members, addressing any queries and encouraging collaboration. Stay updated with industry trends, new technologies, and best practices in customer support to continuously improve team performance. Required Qualifications and Skills Proven experience in a leadership role within a customer support or chat environment. Strong coaching, training, and performance management skills. Excellent communication and interpersonal skills. Ability to assess workload, plan staffing needs, and manage shift schedules. Knowledge of industry trends, new technologies, and best practices in customer support. Strong problem-solving skills and the ability to make decisions under pressure. Preferred Qualifications Experience working with CRM systems and chat monitoring tools. Familiarity of Keyloop products Keyloop doesn’t require academic studies for this position. We select based on experience and potential, not credentials. We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply. Why join us? We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way. An inclusive environment to thrive We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day. Be rewarded for your efforts We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration. Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials. We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply .