**Experienced Chat Support Supervisor – Delivering Exceptional Customer Experience in a Fast-Paced, Innovative Environment**
At arenaflex, we're revolutionizing the physical therapy experience with cutting-edge technology and a passion for delivering exceptional care. As a key member of our team, you'll have the opportunity to make a meaningful impact on the lives of physical therapists and patients. We're seeking an experienced Chat Support Supervisor to lead our team in delivering world-class customer support and driving business success.
**About arenaflex**
arenaflex is a pioneering company that's transforming the physical therapy industry with innovative solutions and a commitment to quality care. Our mission is to empower physical therapists and patients to achieve their goals through faster recoveries and lasting health. With a strong focus on technology and innovation, we're reimagining the physical therapy experience for all.
**Your Impact**
As a Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of customer support specialists in delivering exceptional chat support to physical therapists and patients. Your leadership will be pivotal in driving team performance, maintaining service excellence, and fostering a high-performance culture that aligns with our goals. 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:
* **Education**: High School Diploma or equivalent; Bachelor's degree preferred
* **Experience**: 2+ years of leadership experience as a team lead in healthcare or scheduling preferred
* **Skills**:
+ 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'll enjoy:
* **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**
Salary is dependent on experience and location, with a range of $59,000 - $82,000 per year.
**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. At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We're proud to be recognized as one of the top start-ups in the industry, and we're excited to have you join our team!
**Apply Now**
Apply Job!
**About arenaflex**
arenaflex is a pioneering company that's transforming the physical therapy industry with innovative solutions and a commitment to quality care. Our mission is to empower physical therapists and patients to achieve their goals through faster recoveries and lasting health.
**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**
**Care Exceptionally * Incredibly Relentless * Be Impactful * 1% Better, Every Day**
**About arenaflex**
arenaflex is a pioneering company that's transforming the physical therapy industry with innovative solutions and a commitment to quality care. Our mission is to empower physical therapists and patients to achieve their goals through faster recoveries and lasting health. With a strong focus on technology and innovation, we're reimagining the physical therapy experience for all.
**Your Impact**
As a Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of customer support specialists in delivering exceptional chat support to physical therapists and patients. Your leadership will be pivotal in driving team performance, maintaining service excellence, and fostering a high-performance culture that aligns with our goals. 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:
* **Education**: High School Diploma or equivalent; Bachelor's degree preferred
* **Experience**: 2+ years of leadership experience as a team lead in healthcare or scheduling preferred
* **Skills**:
+ 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'll enjoy:
* **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**
Salary is dependent on experience and location, with a range of $59,000 - $82,000 per year.
**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. At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We're proud to be recognized as one of the top start-ups in the industry, and we're excited to have you join our team!
**Apply Now**
Apply Job!
**About arenaflex**
arenaflex is a pioneering company that's transforming the physical therapy industry with innovative solutions and a commitment to quality care. Our mission is to empower physical therapists and patients to achieve their goals through faster recoveries and lasting health.
**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**
**Care Exceptionally * Incredibly Relentless * Be Impactful * 1% Better, Every Day**