Launch Manager (Head Office Based)

If you love all things technology-related and love a good challenge, check out our Launch Manager position!
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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.

Who we’re looking for

We’re looking for an exceptional, vibrant and personable individual to launch and cultivate market-leading chat and AI services through our clients websites. You will be confident in leading exploratory conversations with our clients and managing important information delivery to our internal teams. You will be able to research, identify and adapt information to generate high calibre conversation flows, support documents and training materials. You will be a confident user of technology with a great eye for process improvement. You will have a flair for problem-solving and will have the opportunity to drive thought leading discussions and innovations in chat and AI across the business.


Role: Launch Manager

Remuneration: £24,000 - £28,000 (depending on experience)

Location: Chiswick, UK

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.

Key skills

Excellent communicator, both written and verbal

Problem Solver

Organised, reliable and trustworthy

Able to work to deadlines

Able to act with honesty, integrity and 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 web chat services and/or chatbots would be an advantage, but not essential

Roles and responsibilities

  • Implementing chat services to our clients websites
  • Implementing chat service process and systems to our internal teams
  • 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)
  • Undertake research and development projects to enhance service offering

Detailed Responsibilities

Customer Satisfaction

  • Use your skills and expertise to identify project feasibility and manage expectations
  • Put chat and AI services into action and ensure that they perform to the best of our ability
  • 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
  • You will drive conversations to launch and enhance the service, both internally and with our clients

Launch Management

  • Introduce brand new services to the operations team, owning the development and maintenance of all systems, processes and documentation.
  • Build and develop chatbots and conversation flows using your exemplary language skills and savvy understanding of the client
  • Research our clients and use this information to deliver and enhance our services
  • Get to grips with how our clients compete in the marketplace to add value to our services
  • Understand how our clients position their brand and adjust our services to match their audience
  • Generate industry-leading information banks for our teams draw upon through service delivery
  • Create and share all of the information that our clients need to kick-start their online campaigns

Strategic Planning

  • Plan a seamless implementation of chat to the clients business
  • Use your excellent time and resource management skills to onboard clients and introduce services to the business

Project Management

  • Develop all training materials for our internal teams
  • Collaborate with our development teams to set up system integrations
  • Learn and understand CRM systems and Ecommerce Platforms, and understand how they can affect a website’s functionality.
  • Use your keen eye for detail to identify, discuss and provide solutions and improvements to our services
  • Be the “go-to” that knows how to resolve service delivery issues and fix those problems
  • Earn the opportunity to provide training and consultancy services to our clients

Stakeholder Management

  • Challenge your plate spinning ability and manage expectations on all sides
  • Strive to ensure all processes drive our KPIs

Risk Management

  • Spot those niggles ahead of time and iron them out

Continuous Improvement

  • Use your innovative streak to drive 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 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
  • Build on your table football skills as you take on the best of the TCS in-office league players
  • Grow as a person as you socialise and make use of our in-office drinks fridge during our “Beer and Idea” sessions

While this list covers your day to day responsibilities, this role will also offer the opportunity to play a role in both ongoing and ad hoc projects, as well as work in collaboration with other areas of the business as required.

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

Head Office Team

W4 5PY
W4 5PY 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?

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