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 join our team and drive exceptional customer experience for our physical therapists and patients. If you're passionate about delivering exceptional service, leading high-performing teams, and fostering a culture of excellence, we want to hear from you.
**About arenaflex**
arenaflex is a cutting-edge healthcare technology company that's making a significant clinical impact in the physical therapy industry. Our mission is to deliver faster recoveries for lasting health, and we're committed to reimagining the physical therapy experience for all. With a strong focus on innovation, quality care, and customer satisfaction, we're driving change in an industry that's long overdue for transformation.
**Job Summary**
As the Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support specialists who deliver exceptional customer service to our 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 arenaflex's goals. Your leadership will be pivotal in optimizing processes, supporting your team, and fostering a culture of excellence that reflects arenaflex's commitment to quality care.
**Key Responsibilities**
* **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 the physical therapy industry
* Familiarity with healthcare technology and innovation
* Strong analytical and problem-solving skills
* Ability to communicate effectively with diverse stakeholders
* Experience with quality assurance and quality improvement initiatives
**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?**
* arenaflex is a Forbes America's Best Startup Employers of 2024 and a Fast Company World's Most Innovative Companies of 2024
* We're committed to delivering exceptional customer experience and quality care
* We offer a supportive leadership team and opportunities for growth and development
* We're passionate about making a difference in the physical therapy industry and improving patient outcomes
**How to Apply**
If you're passionate about delivering exceptional customer experience and leading high-performing teams, we want to hear from you. Apply now to join our team as a Chat Support Supervisor and be a part of arenaflex's mission to revolutionize the physical therapy experience.
Benefits and Perks
* Paid Time Off with holiday
* Stock options
* Medical, dental & vision on the first of the month following start date
* Company-paid life insurance
* 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
Work Environment and Company Culture
* arenaflex is a dynamic and fast-paced work environment that's passionate about delivering exceptional customer experience and quality care
* We're committed to fostering a culture of excellence that reflects arenaflex's commitment to quality care
* We offer a supportive leadership team and opportunities for growth and development
* We're passionate about making a difference in the physical therapy industry and improving patient outcomes
Career Growth Opportunities and Learning Benefits
* arenaflex offers a range of career growth opportunities and learning benefits, including:
+ Professional development and training programs
+ Mentorship and coaching opportunities
+ Opportunities to work on special projects and initiatives
+ Access to industry-leading technology and innovation
Compensation and Benefits
* $59,000 - $82,000 a year
* Salary is dependent on experience and location
* 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!
Conclusion
If you're passionate about delivering exceptional customer experience and leading high-performing teams, we want to hear from you. Apply now to join our team as a Chat Support Supervisor and be a part of arenaflex's mission to revolutionize the physical therapy experience.