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 passion for delivering exceptional care. As a leader in our chat support team, you'll play a pivotal role in driving our mission forward, ensuring that every interaction with our physical therapists and patients reflects our commitment to quality care.
About arenaflex
arenaflex is a cutting-edge healthcare 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 team is passionate about creating a seamless and supportive experience for both therapists and patients, and we're looking for a talented Chat Support Supervisor to join our ranks.
Your Impact
As a Chat Support Supervisor at arenaflex, you'll be responsible for leading a high-performing team that delivers exceptional chat support to our physical therapists and patients. 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:
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
As a valued member of our team, you can expect:
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!
Salary and Benefits
The salary for this role is $59,000 - $82,000 a year, dependent on experience and location.
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. As a Chat Support Supervisor at arenaflex, you'll have the chance to make a meaningful impact in the lives of our physical therapists and patients.
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About arenaflex
arenaflex is a proud recipient of:
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 team of innovators, thinkers, and doers who are passionate about making a difference in the lives of our physical therapists and patients. If you're looking for a challenging and rewarding role that will allow you to grow and develop your skills, we encourage you to apply for this exciting opportunity.
Contact Us
If you have any questions or would like to learn more about this role, please don't hesitate to contact us. We look forward to hearing from you! **Care Exceptionally
- Incredibly Relentless
- Be Impactful
- 1% Better, Every Day**
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