Beauty Digital Agents – Superviseur(e) clavardage

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Brand Momentum

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

📣 Marketing

🛒 Retail

🛍️ eCommerce

Marketing • Retail • eCommerce

Brand Momentum is Canada’s largest independent sales, marketing, and retail agency with 30+ years of experience and a team of about 2,000. The company develops and executes integrated, custom-tailored programs to build and grow consumer brands across Canada, combining experiential campaigns (sampling, events, mobile tours, pop-ups), in‑retail sales and merchandising (retail ambassadors, store operations, shopper marketing), and digital services (ecommerce, web development, influencer campaigns, social management). Their offering also includes analytics, research, content production, PR/stunts, and consumer support; notable clients mentioned include L’Oréal Canada, Urban Decay, Halo Top, La Roche‑Posay/Vichy, and Haleon (GSK).

📋 Description

• Oversee day-to-day operations of the live chat support team • Lead a team of 10+ chat agents • Develop, maintain, and publish team schedules and manage workforce coverage • Manage time-off requests, shift swaps, attendance, punctuality, and schedule adherence • Monitor live chat queues, agent availability, workload distribution, bottlenecks, and service-level issues • Adjust queue routing and break rotations in real time • Serve as the primary escalation point for complex, technical, or sensitive customer inquiries • Conduct 1-on-1 coaching sessions, feedback discussions, and performance reviews • Identify training gaps and support agent development • Conduct QA reviews and audit chat transcripts and live interactions • Develop and maintain chat scripts, macros, and SOPs • Ensure accurate ticket logging, secure handling of customer information, and policy compliance • Track and analyze AHT, First Response Time, CSAT, FCR, chat volume, agent utilization, attendance, and QA scores • Prepare weekly, monthly, and ad hoc performance reports • Provide actionable insights and recommendations to improve team and program performance • Collaborate with IT, Operations, Account Managers, and Brand Managers on system, product, and process issues • Identify and implement workflow, response-time, customer-experience, and team-efficiency improvements • Assist customers via live chat with questions, concerns, orders, payments, returns, products, and technical issues • Recommend appropriate beauty products and guide customers through online purchases • Handle complaints professionally and escalate complex or unresolved cases • Record complaints, resolutions, and customer interactions in the CRM or customer-service software

🎯 Requirements

• 2–4 years of experience in customer service, contact centre operations, chat support, team supervision, or a similar role • Previous experience supervising or leading a team of 10+ employees • Strong understanding of workforce scheduling and real-time queue management • Experience with Quality Assurance programs and performance coaching • Strong analytical, organizational, time management, communication, problem-solving, and decision-making skills • Ability to manage multiple priorities in a fast-paced, high-volume environment • Customer-focused mindset and ability to motivate, coach, and develop team members • Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint • Experience with live chat, CRM, ticketing, workforce management, or customer service platforms • Comfortable working with performance dashboards and operational reporting tools • Ability to work flexible hours based on business and peak operational requirements • Strong attention to detail and commitment to data accuracy • Comfortable collaborating with cross-functional teams and supporting client-facing initiatives • Exigences linguistiques : Bilingue – anglais et français • Expérience en Live Chat et/ou Salesforce obligatoire • Expérience en service à la clientèle ou centre d’appels • Expérience dans le domaine des cosmétiques/beauty • Accès à un téléphone, un ordinateur et Internet • Capacité à travailler de façon autonome • Excellentes compétences en communication

🏖️ Benefits

• Salaire compétitif et formation en ligne • Encadrement et accompagnement continu • Horaire flexible • Mesures d’adaptation pour les personnes vivant avec un handicap sur demande