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 leading player in the industry, we're seeking an experienced Chat Support Supervisor to join our team and drive exceptional customer experience for our physical therapists and patients.

About arenaflex

arenaflex is a cutting-edge healthcare company that's reimagining the physical therapy experience for all. With a focus on technology and innovation, we're making it easier for therapists and patients to give and receive care. Our mission is to drive faster recoveries for lasting health in an industry long overdue for change.

Job Summary

As the Chat Support Supervisor at arenaflex, you'll be the driving force behind a team dedicated to delivering exceptional chat support to our physical therapists and patients. You'll lead your team to achieve key performance indicators (KPIs) and maintain service excellence, ensuring that every interaction reflects arenaflex's commitment to quality care. In this role, you'll monitor team performance, provide coaching and feedback, manage escalated issues, and oversee special projects that contribute to the success of the department.

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 adapt to changing priorities and deadlines

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!

Salary Range

$59,000 - $82,000 a year Salary is dependent on experience and location.

Why Join arenaflex?

* We're a Forbes America's Best Startup Employers of 2024 and a Fast Company World's Most Innovative Companies of 2024

• We've received an Exceptional Performance Designation from Medicare/CMS MIPS 2022, 2023
• Our mobile app design excellence has earned us a Gold Indigo Design Award for 2020

How to Apply

If you're passionate about delivering exceptional customer experience and leading a high-performing team, we encourage you to apply for this exciting opportunity. Please submit your application through our website: Apply Job!

About arenaflex Culture

At arenaflex, we're committed to creating a culture that's Exceptionally Relentless and Impactful. We believe in:

• Care: We care deeply about our customers, employees, and partners.
• Incredibly Relentless: We're driven to deliver exceptional results and make a lasting impact.
• Be Impactful: We strive to make a difference in the lives of our customers and the healthcare industry as a whole.
• 1% Better, Every Day: We're committed to continuous improvement and innovation.

Join us on this exciting journey and help us revolutionize the physical therapy experience! Apply for this job