Experienced Chat Support Supervisor – Delivering Exceptional Customer Experience in a Fast-Paced Healthcare Environment

At arenaflex, we're revolutionizing the physical therapy experience by harnessing the power of technology and innovation. As a leading player in the industry, we're committed to making a significant clinical impact by empowering therapists and patients to give and receive care more efficiently. We're seeking an experienced and passionate Chat Support Supervisor to join our team and drive exceptional customer experience in a fast-paced healthcare environment.

About arenaflex

arenaflex is a cutting-edge company that's reimagining the physical therapy experience for all. We're dedicated to delivering faster recoveries for lasting health in an industry that's long overdue for change. Our mission is to make a significant clinical impact by leveraging technology and innovation to empower therapists and patients. We're proud to be recognized as one of the top startups in the industry, with accolades from Forbes, Fast Company, and Medicare/CMS MIPS.

Job Summary

As a Chat Support Supervisor at arenaflex, you'll be the driving force behind a team dedicated to delivering exceptional chat support to physical therapists and patients. You'll lead your team to achieve key performance indicators (KPIs) and maintain service excellence, ensuring that every interaction reflects our 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!

Compensation

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

Why Join arenaflex?

* Be part of a dynamic and innovative team that's making a significant clinical impact in the physical therapy industry

• Enjoy a supportive and collaborative work environment that fosters growth and development
• Take advantage of opportunities for professional growth and development in a fast-paced and ever-changing industry
• Contribute to a company that's committed to delivering exceptional customer experience and making a positive impact on people's lives

How to Apply

If you're a motivated and passionate leader who's committed to delivering exceptional customer experience, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

About arenaflex Culture

arenaflex is a company that values innovation, collaboration, and customer experience. We're committed to creating a work environment that's inclusive, supportive, and empowering. Our culture is built on the following values:

• Care Exceptionally: We're passionate about delivering exceptional customer experience and making a positive impact on people's lives.
• Incredibly Relentless: We're driven by a relentless pursuit of innovation and excellence in everything we do.
• Be Impactful: We're committed to making a significant clinical impact in the physical therapy industry and empowering therapists and patients to give and receive care more efficiently.
• 1% Better, Every Day: We're dedicated to continuous improvement and striving for excellence in everything we do.

Join arenaflex Today!

If you're a motivated and passionate leader who's committed to delivering exceptional customer experience, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply for this job