Experienced Chat Support Supervisor – Delivering Exceptional Customer Experience in a Fast-Paced, Innovative Environment
At arenaflex, we're revolutionizing the physical therapy experience with cutting-edge technology and a passion for delivering exceptional care. As a key member of our team, you'll have the opportunity to make a meaningful impact on the lives of physical therapists and patients. We're seeking an experienced Chat Support Supervisor to lead our team in delivering world-class customer support and driving business success.
About arenaflex
arenaflex is a pioneering company that's transforming the physical therapy industry with innovative solutions and a commitment to quality care. Our mission is to empower physical therapists and patients to achieve their goals through faster recoveries and lasting health. With a strong focus on technology and innovation, we're reimagining the physical therapy experience for all.
Your Impact
As a Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of customer support specialists in delivering exceptional chat support to physical therapists and patients. Your leadership will be pivotal in driving team performance, maintaining service excellence, and fostering a high-performance culture that aligns with our goals. Your key responsibilities will include:
Team Leadership and Performance
+ Drive team performance to meet key performance indicators (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
What You Can Offer
To succeed in this role, you'll need:
- Education: High School Diploma or equivalent; Bachelor's degree preferred
- Experience: 2+ years of leadership experience as a team lead in healthcare or scheduling preferred
- Skills:
+ 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
What arenaflex Can Offer You
As a valued member of our team, you'll enjoy:
- 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
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Stock options
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Medical, dental & vision on the first of the month following start date
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Company-paid life insurance, and much more!
Compensation
Salary is dependent on experience and location, with a range of $59,000 - $82,000 per year.
Join Our Team
If you're passionate about delivering exceptional customer experience and leading high-performing teams, we encourage you to apply for this exciting opportunity. At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We're proud to be recognized as one of the top start-ups in the industry, and we're excited to have you join our team!
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About arenaflex
arenaflex is a pioneering company that's transforming the physical therapy industry with innovative solutions and a commitment to quality care. Our mission is to empower physical therapists and patients to achieve their goals through faster recoveries and lasting health.
Awards and Recognition
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Forbes America's Best Startup Employers of 2024 #111
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Fast Company World's Most Innovative Companies of 2024 #13 in Healthcare
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Exceptional Performance Designation from Medicare/CMS MIPS 2022, 2023
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Gold Indigo Design Award for mobile app design excellence 2020
**Care Exceptionally
- Incredibly Relentless
- Be Impactful
- 1% Better, Every Day**
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