Chat Support Manager

About Aesthetic Record:

Aesthetic Record is a HIPAA-compliant Electronic Medical Records (EMR) system and complete Practice Management solution created for Medical Spas, Dermatology, Plastic Surgery and Wellness Clinics. We integrate full charting capabilities with HIPAA-compliant, fully integrated Telehealth, high-quality before and after photos and videos, complete point-of-sale transacting, full online booking, inventory & supply chain management, patient loyalty administration, 3rd-Party CRM integration and end-to-end key performance indicator (KPI) reporting. In addition, Aesthetic Record operates the Aesthetic Record Marketplace, Aesthetic Next, For The Record podcast, LeadAR, Aesthetic Next Productions, & AR Sync.

About the Role

We are looking for an ambitious, energetic, flexible Chat Support Manager to join our team! You must have a desire to constantly learn and be eager to develop your knowledge, and help our clients do the same. We are a technology company, so you must be tech-savvy and have the personal initiative to keep up in a very fast-paced environment.

Your Impact and Contribution

As a Chat Support Manager at Aesthetic Record, you will lead and develop our Chat Support team, who are on the front lines every day answering client questions. You will also be empowered to help us evolve by owning critical process improvements and leading special projects.

Your Professional Learning Journey

This is an invaluable learning opportunity to be a part of the two fastest growing segments in the US: Technology and Aesthetics. As part of Aesthetic Record, you’ll work hand-in-hand with some of the country’s largest Medical Spas learning the daily operations of a thriving industry.Additionally, you’ll have unlimited access to our Founder & CEO, a successful serial entrepreneur, who can share the ins-and-outs of creating a profitable, thriving tech start-up. As a key member of our growing technology platform, you will be integral in tripling Aesthetic Record’s market share in the next year. Lastly, if you are eager to understand the latest tech developments like Artificial Intelligence (AI) or Machine Learning (ML), you’ll be on the cutting edge of using these sophisticated programs as they apply to software-as-a-service (SAAS).

What You Will Do:

• Lead and manage a team of Chat Support agents, providing guidance, coaching and mentorship to ensure high performance
• Develop and implement strategies to optimize Chat Support operations, including scheduling and resource allocation, to meet customer needs efficiently and effectively
• Track and report KPIs, such as chat conversations taken, tickets created, tickets denied or rebounded, and client satisfaction and any recurring questions
• Establish and maintain chat best practices, resource guides, and Standard Operating Procedures (SOPs) to ensure consistency, quality and compliance
• Conduct regular evaluations and provide feedback and coaching to facilitate training and development opportunities for Chat Support agents
• Facilitate collaboration with other departments to address recurring client concerns and align on strategic company goals

Required Skills and Abilities:

• Associate’s Degree or higher
• Proven experience managing a Chat Support team. Experience working with remote teams is a plus.
• Strong leadership and interpersonal skills to motivate and empower team members
• Excellent communication and project management skills
• Ability to thrive in a fast-paced and dynamic team environment
• Attention to detail and the ability to conduct a root cause analysis
• Aptitude for customer service, product knowledge, quality focus, problem solving, documentation skills, listening, resolving conflict, analyzing information, multi-tasking, presentation skills, tech skills

Preferred Skills & Abilities:

• Familiarity with Zoom, Slack, ChatGPT, AI Chatbots, Zoho or Intercom, GSuite and Mac OS

Benefits

Monthly Bonus Structure

2 Weeks PTO

Medical, Vision & Dental Insurance

401K

Bonus & Incentive Pay

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Application Question(s):

• Have you reviewed the listed salary, education and skill requirements for this position?

Ability to Relocate:

• Irving, TX 75038: Relocate before starting work (Required)

Work Location: Hybrid remote in Irving, TX 75038