Posted
We are looking for an experienced Head of Chat Operations to lead and scale the revenue-generating chat function within an international adult (18+) digital business.
This is a senior leadership position with full responsibility for commercial performance across both human-operated conversations and AI-powered chat solutions. The ideal candidate combines extensive experience managing large-scale chat operations with a strong understanding of customer engagement, conversion strategies, and revenue optimization.
Responsibilities:
- Take full ownership of chat-generated revenue, driving commercial performance across human-operated conversations and AI-powered chat solutions
- Lead and develop the entire chat operations function, managing team leads and establishing clear accountability for team performance and results
- Develop and continuously refine chat conversion strategies, balancing revenue generation with authentic, engaging, and customer-focused communication
- Create, review, and optimize chat scripts, conversation flows, and response guidelines to improve engagement, conversion, and monetization
- Establish consistent quality assurance and performance evaluation standards, including scoring frameworks for assessing conversations and identifying improvement opportunities
- Monitor operational and commercial performance, identifying areas for improvement in chat quality, conversion effectiveness, and revenue generation
- Work on the development and optimization of AI-powered chat capabilities, helping ensure that automated conversations meet established quality and commercial standards
- Support team leads in coaching and developing chat specialists, maintaining consistent execution across a 24/7 operation
- Collaborate with senior leadership on commercial priorities, operational improvements, and the further development of the chat function
- Report directly to the CEO, providing visibility into revenue performance, conversion results, operational challenges, and growth opportunities
Requirements:
- Proven experience leading a full-scale chat department within an OnlyFans or similar fan-platform agency, cam business, or another adult paid-chat operation
- Previous responsibility for a multi-level team structure, including direct management of team leads rather than supervision of individual chat operators only
- Strong commercial understanding of paid-chat monetization, with the ability to improve revenue performance through effective conversation strategies and customer engagement
- Demonstrated hands-on expertise in developing high-converting chat scripts, with the ability to create persuasive, natural responses independently
- Practical experience designing and implementing chat quality assessment frameworks, including conversation scoring criteria and performance evaluation standards
- Ability to evaluate chat performance beyond operational activity metrics, focusing on conversion quality, customer engagement, and revenue outcomes
- Strong leadership and people management skills, with the ability to build accountability, develop team leads, and maintain consistent standards across a large operation
- Strategic mindset combined with a hands-on approach to improving chat processes, communication quality, and commercial results
- Commitment to ethical, customer-oriented sales practices, avoiding manipulative pressure tactics, artificial urgency, or excessive follow-up messaging
- Comfortable working with adult (18+) content and managing communication in this industry
- English at Upper-Intermediate (B2) level or higher, with the ability to communicate confidently with international teams, lead discussions, and report directly to senior management
What's in it for you:
- Fully remote work within an international business
- A senior leadership role with direct reporting to the CEO
- Opportunity to take ownership of a key revenue-generating function and directly influence commercial performance
- Involvement in the development of AI-powered chat solutions and the evolution of customer engagement processes
- Freedom to shape operational strategies, team structures, and performance standards
- Opportunities for professional development and long-term growth
- A dynamic working environment with meaningful responsibility and the ability to implement improvements
