Remote Live-Chat Customer Support

Mary Jane's House of Glass is a family-owned business that has been proudly serving the Pacific Northwest cannabis community for twenty years. As the stigma around cannabis recedes, we are redefining the head shop experience by giving our communities a space that defines today's culture. We are the bridge between ordinary people and an ever-expanding industry, catering to both first time and seasoned cannabis consumers alike.
The Chat Supervisor is responsible for ensuring our customers have a positive experience while interacting with our chat support agents. The successful candidate will be able to effectively monitor chat support agents as they solve customer issues, complaints, and inquiries. While overseeing our chat support team, you ensure that our quality standards are being met.
Responsibilities
    Suggest, update, and request content for our external Help Center and internal knowledge base to provide an easy, self-service customer experience.
    Coach, motivate and train staff to develop their problem-resolution skills to manage difficult, escalated customer service issues.
    Responsible for ensuring the team is meeting KPI goals.
    Collect, generate, and reports service statistics weekly using data to create a team member profile to assist in recognition, coaching, and goal setting.
    Facilitate the communication of new information to the team, ensuring understanding and consistency of ticket handling by all representatives.
    Acting as the voice of the customer by proactively providing feedback across departments regarding concerns, system issues, and user experience.
    Monitoring the daily attendance of chat reps to create an attendance report.
    Compiling daily reports of repeat contacts of our different offshore sites using Excel.
    Analyzing the LiveHelpNow platform's statistical breakdowns.
    Reporting any unsatisfactory chat surveys.
    Managing the Rep's user access to our CRM portal, as well as managing the user's access to the phone call queues and extensions.
    Creating and suggesting corrections for Chat Support Canned Responses and Chat Tags.
    Monitoring offshore customer service representatives’ cameras to ensure their vigilance.
    Following up on unresolved chat support cases to ensure a resolution.
    Monitoring chat support and conducting quality assessments to provide weekly coaching based on results.
Experience/Skills
    3+ years of contact center chat support supervisory/management experience.
    Complete proficiency in Spanish is a must.
    Excellent written communication and grammar skills
    Ability to facilitate new information to a team.
    Experience with generating reports with gathered statistics.
    Ability to establish and maintain cooperative working relationships.
    Ability to translate your skills to other Team Members through training and mentoring.
    Proficiency in Microsoft applications.
    Excellent verbal and written communication skills.
Benefits:
    Health, Dental & Vision Insurance (Eligible after 90 days of employment)
    Life Insurance
    PTO
    Direct Deposit
    Paid Training
    Set schedule: M-F 8:45am-6pm
    Sign on bonus- 6 Month-$500/12 
Salary: $55,000-65,000
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
    Dental insurance
    Health insurance
    Paid time off
    Vision insurance
Schedule:
    8 hour shift
    Day shift
    Monday to Friday
Ability to commute/relocate:
    Los Angeles, CA 90001: Reliably commute or planning to relocate before starting work (Required)
Experience:
    Microsoft Office: 2 years (Preferred)
    Customer service: 1 years (Required)
    Live chat: 1 years (Required)
    Supervising: 2years (Required)