Lead Customer Support Specialist – Live Chat

Website Fusion CX

Lead Customer Support Specialist – Live Chat

As the Lead Customer Support Specialist for our Live Chat division, you will be the driving force behind our real-time digital engagement strategy. This role transcends basic troubleshooting; you are a master of digital tone, speed, and precision. You will mentor a high-performing squad of agents, ensuring every interaction reflects our brand’s commitment to excellence and rapid resolution.

Your core responsibilities include:

  • Monitoring live chat queues and dashboards to maintain industry-leading response times and satisfaction scores.

  • Developing and refining canned responses and knowledge base articles to ensure consistent, accurate communication.

  • Handling complex escalations with a blend of empathy and technical expertise to restore customer confidence.

  • Analyzing chat transcripts to identify recurring friction points and proposing data-driven product improvements.

  • Leading weekly training sessions focused on de-escalation techniques and multi-tasking efficiency in a fast-paced environment.

  • Collaborating with technical teams to optimize chat software functionality and integration with our CRM.

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To apply for this job please visit careers.fusioncx.com.

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