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