**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 leading player in the industry, we're committed to making a significant clinical impact and driving faster recoveries for lasting health. We're now seeking an experienced Chat Support Supervisor to join our team and lead the charge in delivering exceptional customer support to physical therapists and patients. **About arenaflex** arenaflex is a cutting-edge healthcare technology company that's reimagining the physical therapy experience for all. With a focus on innovation and quality care, we're dedicated to making a meaningful difference in the lives of our customers. Our mission is to empower physical therapists and patients to achieve their goals and live healthier, happier lives. We're proud to be recognized as one of the top startups in the industry, with accolades from Forbes, Fast Company, and Medicare/CMS MIPS. **Job Summary** As the Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support specialists who deliver exceptional customer support to physical therapists and patients. You'll be the driving force behind our team's success, ensuring that every interaction reflects our commitment to quality care. Your leadership will be pivotal in optimizing processes, supporting your team, and fostering a high-performance culture that aligns with our goals. **Key Responsibilities** * **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** * **Qualifications** + 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 * **Skills and Competencies** + Excellent communication and interpersonal skills + Strong problem-solving and analytical skills + Ability to work in a fast-paced environment and prioritize tasks effectively + Experience with chat support software and Google Suite + Strong leadership and coaching skills **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 with lots of opportunity for those who wish to grow alongside of arenaflex * **Benefits and Perks** + 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 **Work Environment and Company Culture** arenaflex is a dynamic and fast-paced work environment that's passionate about delivering exceptional customer support. Our team is dedicated to making a meaningful difference in the lives of our customers, and we're committed to fostering a culture that's inclusive, supportive, and collaborative. As a Chat Support Supervisor, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer support. **How to Apply** If you're a motivated and experienced leader who's passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you! Apply Now! **Join the arenaflex Team** At arenaflex, we're committed to making a meaningful difference in the lives of our customers. We're passionate about delivering exceptional customer support and fostering a culture that's inclusive, supportive, and collaborative. If you're a motivated and experienced leader who's passionate about delivering exceptional customer support, we encourage you to join our team and be a part of our mission to revolutionize the physical therapy experience. **Care Exceptionally * Incredibly Relentless * Be Impactful * 1% Better, Every Day** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and supportive of all employees, and we're proud to be recognized as one of the top startups in the industry. Apply for this job