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 leader in our chat support team, you'll play a pivotal role in driving exceptional customer experiences for physical therapists and patients. If you're passionate about delivering outstanding service, leading high-performing teams, and fostering a culture of excellence, we invite you to join our dynamic team as an Experienced Chat Support Supervisor.
About arenaflex
arenaflex is a trailblazing company that's reimagining the physical therapy experience for all. We're dedicated to making a significant clinical impact by leveraging technology and innovation to simplify care delivery. Our mission is to empower physical therapists and patients to achieve faster recoveries and lasting health. With a strong commitment to quality care, we're driving change in an industry that's long overdue for transformation.
Your Impact
As an Experienced Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support professionals to deliver exceptional customer experiences. 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 arenaflex
* Education: High School Diploma or equivalent; Bachelor's degree preferred.
- Leadership Experience: 2+ years of leadership experience as a team lead in healthcare or scheduling preferred.
- Passion for Teaching and Coaching: Passion for teaching, training, and coaching team members.
- Attention to Detail: Detail-oriented with strong goal-setting abilities.
- Adaptability: Ability to thrive in a fast-paced environment and manage multiple tasks effectively.
- Customer Service: Demonstrated track record of delivering exceptional customer service.
- Leadership Skills: Experience leading distributed teams, including remote/offshore workers.
- Collaboration: Strong cross-functional collaboration skills and ability to work well with other leaders.
- Technical Skills: Proficient with Google Suite and chat support software, Sendbird experience preferred.
What arenaflex Can Offer You
* Career Growth Opportunities: Opportunity to grow with a start-up that's revolutionizing the delivery of physical therapy.
- Supportive Leadership: Supportive leadership with lots of opportunity for those who wish to grow alongside of arenaflex.
- Competitive Compensation: Salary range of $59,000 - $82,000 a year, dependent on experience and location.
- Benefits: Paid Time Off with holiday, medical, dental & vision on the first of the month following start date, company-paid life insurance, and much more!
Work Environment and Company Culture
At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our company culture is built on the principles of:
- Care Exceptionally: Delivering exceptional customer experiences that exceed expectations.
- Incredibly Relentless: Driving innovation and excellence in everything we do.
- Be Impactful: Making a meaningful difference in the lives of physical therapists and patients.
- 1% Better, Every Day: Continuously striving for improvement and growth.
Join Our Team
If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and fostering a culture of excellence, we invite you to join our dynamic team at arenaflex. Apply now to become an Experienced Chat Support Supervisor and be part of a revolution that's changing the face of physical therapy. Apply Job! Apply for this job