Senior Launch Manager (Head Office Based)

Are you interested in furthering your career as a Senior Launch Manager? We're looking for candidates with a keen attention to detail, the drive to succeed, and a love for all things IT related.
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The Chat Shop background

The Chat Shop was founded in 2012 to help companies better connect with customers through conversation. We combine strategic expertise with great people to deliver real results for our customers through live chat, chatbots and AI. We’ve won awards and doubled in size each year and we’re now looking to take the business to the next level, and want to find the right person to help support that change.

We’re a global business with team members and customers worldwide. Our team have delivered well over a million conversations to become the leaders and innovators in the market. We offer the opportunity to get your hands dirty, to matter, and to make a difference.

Role: Senior Launch Manager

Remuneration: £35,000 - £40,000 (depending on experience)

Location: Chiswick, UK (Not Remote)

Reports to: Head of Operations

Hours of work: This is a full-time role, working 37.5 hours per week. Office hours are from 9am to 5:30pm, Monday to Friday. We are happy to discuss some flexibility for the right candidate.

*Please note, this is not a remote role.

About the role

The role of SLM is a lead project role within the Launch Management function, part of the Client Services team.  You will drive and develop our chat and AI services in line with business requirements and take ownership of the maintenance of the technical process and knowledge infrastructure that ensures each service is operationally sound within the live chat environment. You will own and run the LM R&D function relating to industry specific advancements, keeping TCS at the forefront of industry developments.  You will be a key member of the management team, supporting business growth through sound and influential input into process development and technology adoption. As part of our technology adoption initiatives you will own and onboard a new business critical chat delivery and AI product, ensuring that all elements are fit for operational purpose within a live environment, identifying opportunities and troubleshooting issues.  You will be an advocate for change and actively encourage new methods to promote service betterment. In a leadership role you will be expected to lead and develop other LMs within the team, organising work schedules, managing workload, driving R&D initiatives and taking a line management role within the team (reviews, one to ones, holiday approvals, etc). You will proactively collaborate with other areas of the business to add value, specifically with the Account Management team, who will benefit from LM input in their efforts to grow accounts and obtain new business referrals.  You will be a strong communicator, with the ability to effectively communicate change and share ideas at all levels. You will be able to give sound reasoning for the decisions you make and instil confidence in the areas of business with whom you interact.

Key skills

Excellent communicator, both written and verbal

Problem Solver

Project management

Organised, reliable and trustworthy

Able to work to deadlines 

Able to act with honesty, integrity and with enthusiasm

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

Broad technical understanding; ability to use mainstream software packages (MS office, Google suite, etc) and comfortable with learning new and bespoke systems

Experience of chat and chat bot services and the processes employed in excellent service delivery across these platforms

Experience in Artificial Intelligence, Machine Learning, and Natural Language Processing is a bonus

  • Implement chat services to our clients websites
  • Ongoing support of launched services in respect of maintenance and improvements
  • Implement chat service process and systems to our internal teams
  • Develop and improve process and system utilisation across new and existing accounts
  • Client research and knowledge base generation
  • Liaison with clients and internal team members to successfully implement the service delivery
  • Knowledge sharing with the wider team
  • Support and maintain implementations (systems and processes)
  • Lead research and development projects to enhance service offering
  • Lead business efforts in ChatBot development and engineering, harnessing the power of AI within the chat environment
  • Lead the implementation of Bold360 (new product adoption) to the live team environment


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

W4 5PY
W4 5PY London Directions

United Kingdom Team

W4 3EH London Directions

Perks & Benefits

Join The Family
90% of our team works remotely, but you'll still be making friends across the globe! From collaboration to competition, we work hard and play harder.

Award-Winning Training & Development
Personal development is at the heart of everything we do. Our business is people and we strive to make every tool possible continuously available to support our team.

Our agents receive up to 100 hours of training! We encourage and support self-learning and more traditional qualifications that will benefit your development with The Chat Shop. Our training team gets you ready to work directly with customers and gives you skills that last.

Work Arrangement & Compensation
We offer our clients 24/7 coverage which means we value agents who want something more than a traditional 9 to 5. Our remote agents benefit from set rotas that making life easier to plan. We compensate competitively and take care of all the tricky tax business for you.

Even still, we don’t expect any of our team to be stuck behind a desk for eight hours a day. Since our head office team works more traditional office hours, our workspace features creativity boosting activities like giant Jenga and table football. Since we’re not able to offer these things to our remote team, we aim to promote a healthy work-life balance by offering our remote team members split shifts. These shift patterns allow for taking a break from computer screens and getting the creative juices flowing in between chat shifts!

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.

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