Email/Chat Supervisor

The Gap Rocklin , CA 95765

Posted 5 days ago

We're looking for an Email/Chat Supervisor to hire, train, motivate, and develop Customer Service Email & Chat Specialists. In this role, you'll create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and focuses on creating an exceptional and low-effort customer experience. You'll be expected to achieve results through exceptional decision quality and problem solving, an extraordinary customer focus, and the development of a team focused on the customer experience.

  • Provide supervision of a Customer Service Email & Chat team consisting of up to 25 employees

  • Manage escalated Email and Chat customer issues; assist and support the Customer Service Supervisor team in managing escalated service agent customer interactions with a sense of urgency

  • Maintain team attendance, payroll and corrective action plans in accordance with company policies

  • Foster an environment that motivates high performance, develops frontline staff to full potential, and recognizes and rewards excellence

  • Monitor and coach employees to meet/exceed performance metrics to improve productivity and overall quality responses; ensure a high quality, low effort customer experience via email and chat

  • Implement performance management policies and maintain timely and accurate documentation

  • Identify and report critical/reoccurring customer service issues and report them to the Manager

  • Bachelor's degree or equivalent experience

  • 3-5 years of customer service experience; 1 year of call center experience; 1 year of supervisory experience preferred

  • Drive for results and contribute to business objectives with proactive approach

  • Technical proficiency with systems, able to troubleshoot technical issues as well as guide employees who are having technical issues

  • Demonstrated ability to motivate and develop employees; preferred experience leading remote employees

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Email/Chat Supervisor

The Gap