Experienced Chat Support Supervisor – Delivering Exceptional Customer Experience in a Fast-Paced Healthcare Environment
At arenaflex, we're revolutionizing the physical therapy experience with innovative technology and a commitment to quality care. As a leader in our industry, we're seeking an experienced Chat Support Supervisor to drive our team's performance and deliver exceptional customer experiences to physical therapists and patients. If you're passionate about teaching, training, and coaching, and have a proven track record of delivering exceptional customer service, we want to hear from you.
About arenaflex
arenaflex is a cutting-edge healthcare company that's reimagining the physical therapy experience for all. We're dedicated to making a significant clinical impact by leveraging technology and innovation to drive faster recoveries and lasting health. Our mission is to empower physical therapists and patients to achieve their goals, and we're committed to delivering exceptional care and service every step of the way.
Job Summary
As the Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support specialists to deliver exceptional customer experiences to physical therapists and patients. You'll drive team performance to meet key performance indicators (KPIs) and service level agreements, while maintaining a high-performance culture that aligns with our goals. You'll also oversee special projects, provide coaching and feedback to team members, and handle escalated issues to ensure that every interaction reflects our commitment to quality care.
Key Responsibilities
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Team Leadership and Performance:
+ Drive team performance to meet KPIs and service level agreements + Monitor and report on team performance weekly and monthly + Provide regular feedback and coaching to team members + Address individual and team performance issues promptly and effectively + Review processes and recommend improvements to enhance efficiency and service quality
Team Support and Oversight:
+ Conduct weekly 1-on-1 meetings with team members + Deliver coaching and feedback from Quality and Training teams + Handle escalated chats/calls and resolve complex issues + Clarify procedures and provide guidance on processes + Participate in the hiring and onboarding process for new team members
Special Operations:
+ Assist the team during periods of high chat volume to maintain service level agreements + Act as a key stakeholder for all matters related to team performance and quality + Lead special projects and initiatives as required by business needs
Essential Qualifications
* High School Diploma or equivalent; Bachelor's degree preferred
- 2+ years of leadership experience as a team lead in healthcare or scheduling preferred
- Passion for teaching, training, and coaching team members
- Detail-oriented with strong goal-setting abilities
- Ability to thrive in a fast-paced environment and manage multiple tasks effectively
- Demonstrated track record of delivering exceptional customer service
- Experience leading distributed teams, including remote/offshore workers
- Strong cross-functional collaboration skills and ability to work well with other leaders
- Proficient with Google Suite and chat support software, Sendbird experience preferred
Preferred Qualifications
* Experience working in a start-up environment
- Familiarity with the physical therapy industry
- Strong analytical and problem-solving skills
- Ability to work in a dynamic and rapidly changing environment
What arenaflex Can Offer You
* Opportunity to grow with a start-up that's revolutionizing the delivery of physical therapy
- Supportive leadership with lots of opportunity for those who wish to grow alongside of arenaflex
- Paid Time Off with holiday
- Stock options
- Medical, dental & vision on the first of the month following start date
- Company-paid life insurance, and much more!
Compensation
$59,000 - $82,000 a year Salary is dependent on experience and location.
Why Join arenaflex?
* We're a start-up that's making a significant impact in the healthcare industry
- We're committed to delivering exceptional care and service to our customers
- We offer a supportive and collaborative work environment
- We're passionate about innovation and continuous improvement
- We offer opportunities for growth and development
How to Apply
If you're passionate about delivering exceptional customer experiences and have a proven track record of leadership and customer service, we want to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
About arenaflex's Culture
At arenaflex, we're committed to creating a culture that's inclusive, supportive, and collaborative. We believe in empowering our employees to achieve their goals and make a meaningful impact in the healthcare industry. Our culture is built on the following values:
- Care Exceptionally: We're committed to delivering exceptional care and service to our customers
- Incredibly Relentless: We're passionate about innovation and continuous improvement
- Be Impactful: We're dedicated to making a significant clinical impact in the healthcare industry
- 1% Better, Every Day: We're committed to continuous improvement and striving for excellence in everything we do
Arenaflex's Awards and Recognition
* Forbes America's Best Startup Employers of 2024 #111
- Fast Company World's Most Innovative Companies of 2024 #13 in Healthcare
- Exceptional Performance Designation from Medicare/CMS MIPS 2022, 2023
- Gold Indigo Design Award for mobile app design excellence 2020
We're excited to hear from you and discuss how you can join our team and make a meaningful impact in the healthcare industry. Apply for this job