Chat Operations Director
Full-Time | Remote (US or Latin America) | Contractor
Chat Operations · QA & Performance Coaching · Conversion Optimization · Scaling Structured Systems
About The Company
The Company is a fast-growing live chat and lead conversion company that partners with law firms across the US. We help firms capture, qualify, and convert leads through real human interaction — and we have a 98% client success rate.
We are a small, fast-moving team. We are not corporate or overly structured, and we expect people who join us to be comfortable with that. Things move quickly, priorities shift, and you will need to figure things out as you go. If that excites you, great. If you prefer a slower, more defined environment, this likely is not the right fit.
About the Role
We’ve built something that works. ~70 agents, a decade of client relationships, and a conversion model that consistently outperforms the industry. The challenge now is that we’ve outgrown the informal systems that got us here. We need someone who can bring structure without slowing us down — and scale what works without breaking it.
This is not a turnaround role. The operation is running and producing results. What it needs is a director who can look at what we have, understand why it works, and build the playbooks, processes, and performance systems that let us grow to the next level.
You will own the chat operation end-to-end: quality, performance, staffing, training, and the conversion metrics that matter most to our clients. You will report directly to the CSO and work closely with leadership to shape how this team operates for the next phase of the company’s growth.
This is not a role for someone who wants to import a playbook from their last job and implement it here. It is a role for someone who knows how to listen first, understand what already works, and then build on top of it with intention.
What You’ll Do
Learn Before You Lead
Before making any changes, spend meaningful time observing, listening, and asking why — why processes exist, how they were built, and what breaks without them. The company’s systems and culture were built over 10 years with intention. Understand them first.
Earn the CSO’s trust before taking ownership of big initiatives. The path to running things independently starts with demonstrating that you can listen, follow, and understand — not just execute your own instincts.
Come with ideas, not agendas. Changes made without understanding the context can break things that are working. The right move is to ask, learn, and then propose — not to arrive with a playbook from somewhere else.
Once that trust is established, take full ownership and run with it. The goal is for the CSO to hand over the chat operation with confidence — but that handoff has to be earned, not assumed.
Day-to-Day Operations
Own the performance of the chat operation: conversion rates, response quality, agent productivity, and client satisfaction
Manage the operating rhythm of the team: daily check-ins, real-time issue resolution, and escalation handling
Build and maintain dashboards and reporting that give leadership a clear, accurate picture of what is happening and why
Identify operational gaps before they become problems — and fix them without waiting to be asked
Quality & Conversion Performance
Build and own the QA system: chat monitoring, scoring rubrics, coaching frameworks, and conversion improvement tracking
Work directly with agents and team leads to close performance gaps through structured feedback, not just observation
Define what good looks like at the company — for quality, conversion, and client experience — and hold the team accountable to it
Analyze conversion data to identify patterns, gaps, and coaching opportunities across the agent team
Staffing & Workforce Management
Partner with the CSO on hiring decisions: defining what we need, evaluating candidates, and onboarding new agents
Own ramp plans, training completion, and first-90-days accountability for new hires
Monitor capacity versus demand and flag staffing risks early as the client base grows
Training & Development
Own the training program: intake processes, scripts, tools, and ongoing skill development
Build a culture of continuous improvement on the floor — not just at onboarding, but week over week
Identify high-potential agents and help design growth paths within the team
What We’re Looking For
Required
5+ years of operations experience in a live chat or lead generation environment — this is a hard requirement. Experience in high-volume intake, sales-driven contact centers, or lead conversion is a strong plus, but live chat is non-negotiable
Proven experience building structured operational systems — QA frameworks, performance management processes, training programs — in an environment where those systems did not previously exist
Track record of improving conversion metrics, not just managing volume — you understand what drives a lead to a signed case and how to coach agents toward that outcome
Experience managing frontline chat or contact center teams in a performance-driven environment — you have owned people, not just processes
Comfortable using data to make decisions: conversion rates, quality scores, response times, and agent-level performance metrics. You don’t just report the numbers — you act on them
Ability to read and act on data: conversion rates, quality scores, response times, and the operational metrics that connect agent behavior to client outcomes
Clear, direct communicator — with agents, with leadership, and under pressure
Comfortable stepping into an operation that is running well but lacks formal structure — and building that structure without disrupting what works
Background in legal intake, legal marketing, or lead conversion for professional services firms
Experience managing live chat operations specifically — not just voice or email contact centers
Nice to Have
Familiarity with chat and lead management platforms (e.g., Smith.ai, Podium, or similar tools)
Experience transitioning a team from an informal, relationship-driven model to a process-driven, scalable one
Who Thrives Here
You have built structure inside existing operations. You know the difference between a team that is producing results and a team that has a system behind those results. You have done the work of formalizing the informal — and you know how to do it without alienating the people who built what is already working.
You think in conversions, not just contacts. You understand that the goal of every chat is a signed case. You coach toward that outcome, measure it, and know how to close the gap between a team that is busy and a team that is converting.
You lead by example, not the org chart. Credibility here is earned by doing the work alongside the team, not by virtue of your title. Agents follow people who understand their work from the inside out.
You build systems that outlast you. You document what works, create processes others can follow, and measure what matters. You do not like operating on tribal knowledge or solving the same problem twice.
You lead with empathy and follow through with accountability. The people on this team are converting calls and chats for clients at some of the hardest moments of their lives. How you treat your team directly affects how they show up for those clients. You take that seriously.
Compensation & Benefits
Pay
$45,000 – $65,000 USD yearly
Benefits
15 days PTO per year (after 90 first days)
8 paid holidays (6 set dates + 2 flexible)
Health insurance stipend up to $350/month
Company-provided equipment (if needed)
Fully remote
This role is occasionally asked to support the CSO on tasks outside of call center operations — but the call center is the job.
We look forward to meeting you.