Digital Supervisor – Live Chat Supervisor

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the daily functions of the live chat support team.

• Lead a team comprising 10 or more agents.

• Create, uphold, and distribute team schedules while managing staffing levels.

• Monitor chat queues, agent availability, and workload distribution in real-time.

• Handle escalations related to complex, technical, or sensitive customer inquiries.

• Conduct one-on-one meetings, coaching sessions, feedback discussions, and performance evaluations.

• Identify training requirements and facilitate agent development.

• Perform quality assurance assessments and review conversations.

• Create and sustain scripts, macros, and standard operating procedures.

• Ensure compliance with information security protocols and accurate documentation of inquiries.

• Track and evaluate KPIs such as AHT, First Response Time, CSAT, FCR, chat volume, and agent utilization.

• Generate weekly, monthly, and ad hoc performance reports.

• Collaborate with IT, Operations, Account Management, and Brand Management departments.

• Identify and execute enhancements to processes, tools, scripts, and procedures.

• Address customer inquiries, provide product and service information, and assist with orders, payments, and returns.

• Recommend products and guide customers through their online purchasing journey.

• Troubleshoot technical issues and manage complaints.

• Escalate unresolved cases and document interactions in the CRM.

⛳️ Requirements

• 2–4 years of experience in customer service, contact center operations, chat support, team management, or a related field.

• Prior experience supervising or managing a team of 10 or more employees.

• Strong knowledge of workforce planning and real-time queue management.

• Familiarity with quality assurance programs and performance coaching.

• Exceptional analytical skills, with the ability to analyze performance data and recognize trends.

• Outstanding organizational and time-management abilities.

• Excellent written and verbal communication skills.

• Capacity to manage multiple priorities in a fast-paced, high-volume setting.

• Strong problem-solving and decision-making capabilities.

• Customer-oriented mindset and understanding of service excellence.

• Ability to motivate, support, and develop team members.

• Proficiency in Microsoft Office, especially Excel, Word, and PowerPoint.

• Experience with live chat, CRM, ticketing, workforce management, or customer service platforms.

• Familiarity with performance dashboards and operational tracking tools.

• Availability to work flexible schedules and during peak times.

• Keen attention to detail and commitment to data accuracy.

• Experience with Live Chat and/or Salesforce is mandatory.

• Background in customer service or a call center environment.

• Experience in the cosmetics/beauty sector.

• Access to a phone, computer, and Internet connection.

• Ability to work independently.

• Bilingual – fluent in English and French.

🏝️ Benefits

• Competitive salary and online training opportunities.

• Continuous guidance and support.

• Flexible working hours.

• Accommodation measures for individuals with disabilities.