Head of Chat & Conversion

We are looking for an experienced Head of Chat & Conversion to take charge of a large-scale, revenue-driven chat operation within an international adult (18+) creator subscription business.

This senior leadership role combines commercial strategy, operational management, and hands-on expertise in conversational sales. You will oversee a multi-level team, optimize the customer journey from initial interaction to repeat purchases, and help shape the next generation of AI-powered chat solutions.

Responsibilities

• Take full responsibility for chat-generated revenue, optimizing first-purchase conversion, subscriptions, PPV sales, tips, custom content purchases, repeat spending, and refund performance
• Lead a large, multi-layered chat operations department, managing Chat Managers and Team Leads while ensuring consistent performance across different shifts and time zones
• Oversee the complete team management cycle, including recruitment, onboarding, training, performance reviews, coaching, and personnel decisions
• Design and continuously improve conversation playbooks, covering creator personas, sales scripts, pricing strategies, offer sequences, and quality assessment criteria
• Develop a structured testing approach for conversation openers, personas, and commercial offers, using performance results to identify successful strategies and implement them across the team
• Monitor conversion rates, revenue per fan, repeat purchases, and individual and shift-level performance, identifying underperforming areas and implementing corrective measures
• Establish and maintain effective chat quality standards, including scoring frameworks, conversation reviews, and actionable feedback for team leaders and chat specialists
• Participate in the development and evaluation of AI-powered chat solutions, reviewing automated conversations, comparing their effectiveness with human interactions, and identifying opportunities for improvement
• Maintain an ethical, customer-focused approach to monetization, prioritizing genuine engagement and sustainable revenue rather than aggressive sales pressure or excessive messaging
• Report on commercial performance and operational results on a weekly basis, providing senior leadership with clear insights into revenue trends, conversion improvements, and areas requiring attention

Requirements

• Proven experience managing a large-scale chat operation within an adult paid-chat business, such as an OnlyFans management agency, creator subscription platform, cam business, or comparable organization
• Previous responsibility for a department of at least 50 chatters, with a minimum of 3 Chat Managers or Team Leads reporting directly to you
• Demonstrated ownership of $1M+ in monthly chat-generated revenue, with the ability to substantiate commercial results and explain improvements in conversion rates and revenue per fan
• Strong hands-on expertise in conversational sales and monetization, including the ability to independently develop effective scripts, offer structures, and customer engagement approaches
• Practical experience creating chat quality scoring systems and performance evaluation criteria, rather than simply implementing frameworks developed by others
• Ability to demonstrate how you have identified and improved underperforming chatters or shifts through performance analysis, targeted coaching, and operational changes
• Strong analytical and commercial skills, with the ability to evaluate first-purchase conversion, revenue per fan, PPV and tip performance, repeat spending, and refunds
• Proven ability to manage multi-level teams across shifts and time zones, maintaining consistent service quality and commercial performance
• Excellent leadership and decision-making skills, combined with a hands-on approach to resolving operational challenges and improving team effectiveness
• Ability to create engaging, persuasive chat responses independently and adapt communication strategies to different customer profiles
• Commitment to ethical sales practices, avoiding artificial urgency, manipulative pressure, and excessive follow-up messaging
• Comfortable working with adult (18+) content and the commercial specifics of the creator subscription industry
• English at Upper-Intermediate (B2) level or higher, sufficient for professional communication and reporting in an international environment

Would be a plus

• Experience building a chat department from scratch or transitioning chat operations from offshore teams to EU- or US-based specialists
• Previous involvement with AI chat platforms, chatbot configuration, or developing conversational instructions for automated systems
• Experience managing multiple creator personas or accounts simultaneously
• Background in other performance-driven sectors, such as dating, iGaming, FX, or high-risk e-commerce

What's in it for you

• Fully remote work with the flexibility to work from different locations
• Competitive base compensation with additional performance-based earning opportunities, potentially including revenue sharing or vesting arrangements
• A senior leadership position with substantial influence over commercial performance and operational strategy
• Opportunity to manage and develop a large-scale revenue-generating department
• Direct involvement in the development and optimization of AI-powered conversational solutions
• Freedom to introduce new approaches, improve team structures, and implement performance-driven initiatives
• Opportunities for professional development and long-term growth within an international business