Head of Chat & Conversion

Location: Remote Workplace: Remote 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