Head of Chat Operations | Lead a 20+ Chat Team

WHO WE ARE
We're a UK-based OFM agency. We run the business side for creators: marketing, fan engagement and revenue. Our chat team is the engine of the business, and we're hiring the person who leads it.

Our values are Extreme Ownership and Extreme Accountability. Everyone here owns their results, good or bad, and nobody hides behind excuses, including the founders. If that sounds uncomfortable, this isn't the place for you. If it sounds like how you already work, keep reading.

THE ROLE
This is a leadership role, not a chatting role. You'll step in to cover when needed, but your job is building and running the team that does the selling.

You'll own the chatting department end to end: who joins it, how well they're trained, how they're scheduled, how they're paid and whether they hit their numbers. Chat managers report into you and handle posting, engagement games and shift-level work. You set the standard and make sure it's met.

WHAT YOU'LL OWN

• Recruitment pipeline: high-volume hiring, hundreds of applicants a week, filtering hard and bringing in only people who'll perform.
• Training: taking new chatters from zero to team-ready, plus ongoing one-to-one and team training.
• Scheduling: full coverage across every creator account and time zone.
• KPIs and targets: setting them, tracking them weekly and holding managers to them.
• Chatter pay: working out pay and resolving pay and performance issues.
• Managing chat managers: leading the managers who run posting, games and shift work.
• Ideas and testing: spotting what's working, testing new approaches and rolling out what wins.
• Revenue for each creator: owning her chat revenue performance from day one of her onboarding.

THE MOST IMPORTANT SKILL: PATTERN RECOGNITION
The best person for this role looks at the data and sees cause and effect: change X, and Y moves. You live in spreadsheets and dashboards, and you trust numbers over feelings.

WHAT YOU GET

• Very competitive base pay
• High performance incentives tied to department results
• Fully remote
• A long-term senior role with real growth in an agency that's building

HOW TO APPLY
Apply through this form: https://form.typeform.com/to/DfWiS7jl#source=chattermock
Start your first answer with the words "Numbers first" so we know you read the full post. Applications outside the form won't be reviewed.

Essential

• Hands-on OFM chatting experience, as a chatter, chat manager or both. We have strong training and resources, but this isn't a role where you learn the industry from scratch. You need to understand it already.
• Proven experience managing a remote team, with numbers to show for it
• Fluent, business-level English, written and spoken
• Comfortable working to targets and KPIs, and holding others to them
• Confident with data: tracking, reading and acting on it

Critical attributes

• Accountable. When something goes wrong on your watch, you own it.
• Coachable, and a coach. You take feedback well and give it well. Patient with people learning, firm on standards.
• Good with people. Leadership here isn't about being a bully. It's about getting the best out of very different personalities.
• Willing to be the bad guy. When the numbers need fixing, you make the hard call.
• Honest. You report your results as they are, good or bad.

Nice to have

• Infloww, Creator Hero or similar CRM experience
• Experience building training material or SOPs
• Experience managing teams across multiple time zones

THIS ISN'T FOR YOU IF

• You explain results with effort instead of numbers.
• You put off difficult conversations.
• You liked chatting for the conversations and want more of them. This is a different job.
• You make excuses.