Head of Chat & Conversion / Chat Operations

Head of Chat & Conversion
We are looking for an experienced Head of Chat & Conversion 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