Launch Manager (Live Chat and Chatbot) -Remote Position

Are you interested in cultivating and launching market-leading chat and chatbots? This position may be the perfect fit for you!
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Launch Manager (Live Chat and Chatbot)

 


Team Function: Technical Services 

Reports to: Senior Launch Manager

Basic Salary Range: £26-£30k per annum + 33 days annual leave (including bank holidays) or $34-39k USD per annum + accrued PTO

Hours of Work: This is a full-time role. 

UK schedule: working from 9am-5:30pm GMT Monday to Friday across 37.5 hours. 

US schedule: working from 8am-4:30pm EST Monday to Friday across 37.5 hours. 

Contract Type: Permanent

Location: Remote (UK or US)

 


About the role

ROLE PURPOSE: 

To launch and support technical services across the business, specifically; chatbots, live chat services and bespoke project support. To add value to our service development through research and development, process improvement and technical implementation. To use and share your knowledge to enhance our service proposition and growth agenda.

 

KEY RESPONSIBILITIES & ACCOUNTABILITIES

SERVICE DELIVERY 

  • You are the go-to for all areas of chat that you implement. You will be answering questions and adjusting the service as queries and updates arise
  • Building and developing chatbots and conversation flows using your exemplary language skills and savvy understanding of the client. Specifically: 
    • Writing and developing chatbot conversation design solutions for client requirements.
    • Preparing Chatbot storyboards, user/process flows to effectively communicate interaction and design ideas to clients 
    • Optimising bots and conversation flows according to feedback from Stakeholders and Workstreams (clients, account management, team members, end users)
  • Supporting and maintaining implementations (systems and processes) and collaborating with our development teams to set up system integrations
  • Onboarding new clients in collaboration with Account Management to go live 
  • Having a deep understanding of client requirements and implementing the best solutions. Specifically: 
  • Leading research and exploratory conversations with our clients to generate high calibre conversation flows, support documents and training materials
  • Liaison with clients and internal team members to successfully implement the service delivery
  • Implementing chat service process and systems to our internal teams and developing training materials for them
  • Understanding how our clients position their brand and adjust our services to match their audience
  • Client research and knowledge base generation
  • Implementing chat services to our clients websites
  • Attending client meetings with Account Management
  • Contributing to overall Technical Services strategy development working closely with the Senior Launch Manager
  • Generating industry-leading databases of information (Knowledge Base) to assist our teams in providing a first class service.

QUALITY & COMPLIANCE

  • Applying domain expertise to client challenges for the best quality solution and continuous improvement/innovation. Using your keen eye for detail to identify, discuss and provide solutions and improvements to our services
  • Escalating all quality issues immediately to the Senior Launch Manager 
  • Setting design guidelines, best practices and standards of Chatbot-featured deliverables
  • Ensuring services implemented are performing to the best of our ability
  • Effective implementation of our data protection and retention policies. Collaboration with our Data Protection Officer on regular audits and escalating data breaches
  • Implementing all company policies 
  • Collaborating with Account Management to create bespoke client reports (as per SLA) to demonstrate our value (ROI) 

BUSINESS GROWTH

  • Engaging in the business strategy and applying it to day to day tasks
  • Implementing services in line with our brand values and identity
  • Get to grips with how our clients compete in the marketplace to add value to our services
  • Collaboration with Account Managers in the optimisation of chatbots and chat services
  • Case study development in collaboration with Account Management to support sales and marketing activity 
  • Supporting the sales team with pre-sales activities to win the deal (as appropriate) 
  • Offering new ideas to create incremental value for clients and drive additional revenue opportunities and account growth

TECHNOLOGY& INNOVATION 

  • Learn and understand CRM systems and Ecommerce Platforms, and understand how they can affect a website’s functionality
  • Work closely with the Senior Launch Manager in driving research and development into new systems and processes.
  • Get excited about all the cool stuff that AI and chat allows us to do.  Keep up to speed with industry trends and growing markets to identify opportunities to grow our service offering
  • Collaborate with the Senior Launch Manager and our development team to contribute to and test awesome new ideas to technology and process
  • Share your expertise with colleagues and keep the buzz of innovation alive
  • Knowledge sharing with the wider team
  • Undertake research and development projects to enhance service offering

PEOPLE & CULTURE

  • Participating fully in team meetings and contributing to agendas and strategy
  • Carrying out your activities in line with our policies and procedures, Culture Code and values at all times
  • Engagement and participation in our One Team HR Strategy
  • Staying up to date with all company news and information


About you

Knowledge and experience:

  • Broad technical understanding; ability to use mainstream software packages (MS office, Google suite, etc) and comfortable with learning new and bespoke systems
  • A Chat Bot thought leader with experience developing chatbots/chatbot conversations and/or web chat services.
  • Understanding of Internet technologies (HTML, CSS, Javascript, etc)
  • Writing and/or storytelling skills
  • Experience or understanding of Artificial Intelligence, Natural Language Processing, conversational AI, etc.
  • Java Script/Node JS/Python Skills, API development and management, experience with REST API and Web services. [Desirable]
  • Experienced of UX-led approach to digital products

Skills:

  • Able to articulate a customer journey into a chat narrative
  • Research 
  • Excellent verbal communication and telephone manner 
  • Excellent written communication skills and grammatical accuracy 
  • Excellent organisational and planning skills. Ability to prioritise, multi-task and manage your own time effectively - working to tight deadlines and staying calm under pressure 
  • Good presentation skills 
  • A true problem solver for a win-win solution- staying calm under pressure
  • Cross-functional collaboration 

Attitude:

  • A motivated home worker
  • Passionate about our brand and a role model for our behavioural values
  • Comfortable with change, and always looking at how things could be better
  • Willing to offer candid and honest feedback up and down the management chain, from Director to chat agent
  • Transparent and collaborative in their approach
  • A flexible attitude to duties 
  • Confident, friendly and service orientated
  • Professional, positive and full of joy
  • Keen to develop professionally and to learn new things
  • Meticulous attention to detail
  • Able to act with honesty, integrity and enthusiasm
  • Team-work makes the dream work! 

Or, know someone who would be a perfect fit? Let them know!

United Kingdom Team- Manchester

M2 4NG Manchester Directions

Workplace & Culture

Here at The Chat Shop, we treat our employees as family! We love helping others and emphasize a company culture of togetherness no matter where you're located! 

We're a well established UK based company that has set out to change the way live chat occurs with a huge emphasis on engaging with our customers. That's what makes us ultimately different. In our opinion, being different makes us exceptional! From our Head Office staff to our Live Chat Agents, you'll find that we're chatty, personable, and above all caring! 

You can read more about our company culture here.

Already working at The Chat Shop?

Let’s recruit together and find your next colleague.

email
@thechatshop.com
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