Experienced Chat Support Supervisor – Team Leadership and Customer Service Expertise for Innovative Physical Therapy Solutions at arenaflex

Introduction to arenaflex Physical therapy is a powerful tool for developing strength, managing emerging conditions, or recovering from surgery. However, the traditional physical therapy experience can be challenging for both therapists and patients, often resulting in worn-out individuals and suboptimal care. arenaflex is revolutionizing the physical therapy industry through technology and innovation, making it easier to give and receive care. By driving faster recoveries and promoting lasting health, arenaflex is reimagining the physical therapy experience for all. As a leader in this field, arenaflex is committed to delivering exceptional care and support to physical therapists and patients alike. Job Overview As the Chat Support Supervisor at arenaflex, you will be the driving force behind a team dedicated to delivering exceptional chat support to physical therapists and patients. Your leadership will be pivotal in optimizing processes, supporting your team, and fostering a high-performance culture that aligns with arenaflex's goals. You will lead your team to achieve key performance indicators (KPIs) and maintain service excellence, ensuring that every interaction reflects arenaflex's commitment to quality care. Key Responsibilities Drive team performance to meet KPIs and service level agreements, monitoring and reporting on team performance weekly and monthly. Provide regular feedback and coaching to team members, addressing individual and team performance issues promptly and effectively. Review processes and recommend improvements to enhance efficiency and service quality, ensuring that every interaction reflects arenaflex's commitment to quality care. Conduct weekly 1-on-1 meetings with team members, delivering coaching and feedback from Quality and Training teams. Handle escalated chats/calls and resolve complex issues, clarifying procedures and providing guidance on processes as needed. Participate in the hiring and onboarding process for new team members, ensuring a smooth transition and optimal team performance. Assist the team during periods of high chat volume to maintain service level agreements, acting as a key stakeholder for all matters related to team performance and quality. Lead special projects and initiatives as required by business needs, driving innovation and excellence in chat support services. Essential 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, with a strong focus on delivering exceptional customer service. Detail-oriented with strong goal-setting abilities, able to thrive in a fast-paced environment and manage multiple tasks effectively. Demonstrated track record of delivering exceptional customer service, with 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. Preferred Qualifications Experience in the physical therapy industry, with a deep understanding of the challenges and opportunities facing therapists and patients. Strong analytical and problem-solving skills, with the ability to drive process improvements and optimize team performance. Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and customers. Ability to work in a rapidly changing environment, with a strong focus on innovation and excellence in chat support services. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to supporting the growth and development of our team members. As a Chat Support Supervisor, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented and dedicated team, collaborating with cross-functional teams to drive innovation and excellence in chat support services. Work Environment and Company Culture arenaflex is a dynamic and innovative company, committed to delivering exceptional care and support to physical therapists and patients. Our company culture is built on a set of core values, including Care Exceptionally, Incredibly Relentless, Be Impactful, and 1% Better, Every Day. We believe in fostering a positive and supportive work environment, where team members can thrive and grow. Our office is equipped with state-of-the-art technology, and we offer a range of perks and benefits, including paid time off, holiday pay, and stock options. Compensation, Perks, and Benefits arenaflex offers a competitive salary range of $59,000 - $82,000 per year, dependent on experience and location. We also offer a range of perks and benefits, including paid time off, holiday pay, stock options, medical, dental, and vision insurance, and company-paid life insurance. Our benefits package is designed to support the health and well-being of our team members, and we are committed to providing a positive and supportive work environment. Conclusion If you are a motivated and experienced leader, with a passion for delivering exceptional customer service and driving team performance, we encourage you to apply for the Chat Support Supervisor role at arenaflex. This is a unique opportunity to join a dynamic and innovative company, committed to revolutionizing the physical therapy industry. With a range of training and development opportunities, a positive and supportive work environment, and a competitive salary and benefits package, arenaflex is the ideal place to grow and develop your career. Apply now to join our team and be part of a company that is changing the face of physical therapy. Apply for this job