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 leading player in the 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 a passionate leader with a track record of delivering exceptional customer service, 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 empower therapists and patients to achieve faster recoveries and lasting health through innovative solutions. With a strong focus on quality care and exceptional customer experience, we're reimagining the physical therapy experience for all.
Job Summary
As the Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support specialists to deliver exceptional customer experience to our physical therapists and patients. You'll drive team performance, monitor key performance indicators (KPIs), and maintain service excellence while fostering a high-performance culture that aligns with arenaflex's goals. If you're a results-driven leader with a passion for teaching, training, and coaching, we encourage you to apply.
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
What You Can Offer arenaflex
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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:
Passion for teaching, training, and coaching team members
Detail-Oriented:
Detail-oriented with strong goal-setting abilities
Fast-Paced Environment:
Ability to thrive in a fast-paced environment and manage multiple tasks effectively
Customer Service:
Demonstrated track record of delivering exceptional customer service
Distributed Teams:
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
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Growth Opportunities:
Opportunity to grow with a start-up that is revolutionizing the delivery of physical therapy
Supportive Leadership:
Supportive leadership with lots of opportunity for those who wish to grow alongside of arenaflex
Benefits:
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!
Competitive Salary:
$59,000 - $82,000 a year, dependent on experience and location
Why Join arenaflex?
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Innovative Company:
arenaflex is a cutting-edge healthcare technology company that's making a significant clinical impact in the physical therapy industry
Exceptional Culture:
arenaflex is a supportive and inclusive company culture that values exceptional customer experience and quality care
Growth Opportunities:
arenaflex offers opportunities for growth and development, both personally and professionally
Recognition:
arenaflex has been recognized as one of the top start-ups in the country, with awards from Forbes, Fast Company, and Medicare/CMS MIPS
How to Apply
If you're a passionate leader with a track record of delivering exceptional customer service, we encourage you to apply for the Chat Support Supervisor role at arenaflex. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job