Digital Supervisor – Live Chat Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Supervise the daily operations of the live chat support team • Lead a team of 10 or more agents • Develop, maintain, and publish team schedules and manage staffing levels • Monitor chat queues, agent availability, and workload distribution in real time • Manage escalations involving complex, technical, or sensitive customer inquiries • Conduct one-on-one meetings, coaching sessions, feedback discussions, and performance reviews • Identify training needs and support agent development • Conduct quality assurance evaluations and audit conversations • Develop and maintain scripts, macros, and standard operating procedures • Ensure compliance, information security, and accurate inquiry documentation • Track and analyze KPIs, including AHT, First Response Time, CSAT, FCR, chat volume, and agent utilization • Prepare weekly, monthly, and ad hoc performance reports • Collaborate with IT, Operations, Account Management, and Brand Management teams • Identify and implement improvements to processes, tools, scripts, and procedures • Respond to customer inquiries, provide information about products and services, and assist with orders, payments, and returns • Recommend products and guide customers through their online purchases • Resolve technical issues and handle 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 supervision, or a similar role • Previous experience supervising or managing a team of 10 or more employees • Strong understanding of workforce planning and real-time queue management • Experience with quality assurance programs and performance coaching • Excellent analytical skills, with the ability to interpret performance data and identify trends • Excellent organizational and time-management skills • Excellent written and verbal communication skills • Ability to manage multiple priorities in a fast-paced, high-volume environment • Strong problem-solving and decision-making skills • Customer-focused approach and understanding of service excellence • Ability to motivate, support, 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 • Experience with performance dashboards and operational tracking tools • Availability to work flexible schedules and during peak periods • Strong attention to detail and commitment to data accuracy • Experience with Live Chat and/or Salesforce is required • Experience in customer service or a call center environment • Experience in the cosmetics/beauty industry • Access to a phone, computer, and Internet • Ability to work independently • Bilingual – English and French

🏖️ Benefits

• Competitive compensation and online training • Ongoing guidance and support • Flexible schedule • Accommodation measures for individuals living with disabilities