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 outstanding support, 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 reimagining the physical therapy experience. Our mission is to empower therapists and patients to achieve faster recoveries and lasting health. With a focus on innovation, quality care, and customer satisfaction, we're committed to making a significant clinical impact in the industry. Join our team and be part of a movement that's transforming the way physical therapy is delivered.
**The Role**
As a Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support specialists who deliver exceptional customer experience to our physical therapists and patients. Your primary objective will be to drive team performance, maintain service excellence, and foster a high-performance culture that aligns with our company goals. You'll work closely with our Quality and Training teams to provide coaching and feedback to team members, handle escalated issues, and oversee special projects that contribute to the success of the department.
**Key Responsibilities**
* 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
* 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
* 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**
* 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
**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 movement that's transforming the physical therapy experience
* Work with a talented team of innovators and customer experience experts
* Enjoy a dynamic and fast-paced work environment with opportunities for growth and development
* Receive competitive compensation and benefits package
* Make a meaningful impact on the lives of physical therapists and patients
**How to Apply**
If you're a motivated and experienced leader who's passionate about delivering exceptional customer experience, we want to hear from you. Apply now to join our team and be part of a movement that's revolutionizing the physical therapy experience.
**About arenaflex**
arenaflex is a healthcare technology company that's reimagining the physical therapy experience. Our mission is to empower therapists and patients to achieve faster recoveries and lasting health. With a focus on innovation, quality care, and customer satisfaction, we're committed to making a significant clinical impact in the industry.
**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
**Join the arenaflex Team**
We're a dynamic and innovative company that's passionate about delivering exceptional customer experience. If you're a motivated and experienced leader who's passionate about making a meaningful impact, we want to hear from you. Apply now to join our team and be part of a movement that's transforming the physical therapy experience.