Head of Chat, Conversion

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

📋 Description

• Assume complete responsibility for revenue generated through chat interactions, both in human-operated conversations and AI-driven chat solutions.

• Oversee and enhance the entire chat operations department, leading team managers and ensuring accountability for team performance and outcomes.

• Design and improve chat conversion strategies.

• Develop, review, and optimize chat scripts, conversation flows, and response guidelines.

• Set quality assurance and performance evaluation standards, including frameworks for scoring conversations.

• Track operational and commercial performance while identifying opportunities for enhancement.

• Develop and enhance AI-driven chat capabilities.

• Assist team managers in coaching and developing chat specialists within a 24/7 operational framework.

• Collaborate with senior leadership on commercial objectives, operational enhancements, and the growth of the chat function.

• Provide direct reports to the CEO regarding revenue performance, conversion metrics, operational challenges, and potential growth areas.

⛳️ Requirements

• Demonstrated experience in leading a comprehensive chat department within an OnlyFans or similar fan-platform agency, cam business, or another adult paid-chat operation.

• Prior responsibility for a multi-tiered team structure, including direct management of team leads rather than merely supervising individual chat operators.

• Strong commercial insight into paid-chat monetization.

• Proven hands-on experience in crafting high-converting chat scripts.

• Practical knowledge in designing and implementing frameworks for chat quality assessments, including criteria for scoring conversations and performance evaluation standards.

• Capacity to assess chat performance beyond operational activity metrics, emphasizing conversion quality, customer engagement, and revenue results.

• Strong leadership and team management abilities.

• Strategic thinking paired with a hands-on approach to enhancing chat processes, communication quality, and commercial outcomes.

• Dedication to ethical, customer-focused sales practices.

• Comfort working with adult (18+) content and managing communications within this sector.

• Proficiency in English at Upper-Intermediate (B2) level or higher.

• Ability to communicate confidently with international teams, facilitate discussions, and report to senior management directly.

🏝️ Benefits

• Fully remote work within an international organization.

• Senior leadership position with direct reporting to the CEO.

• Opportunity to take charge of a crucial revenue-generating function and have a direct impact on commercial performance.

• Participation in the development of AI-powered chat solutions and the advancement of customer engagement processes.

• Freedom to design operational strategies, team structures, and performance standards.

• Opportunities for professional development and long-term career growth.

• Dynamic working environment with significant responsibility and the ability to implement enhancements.