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