**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. **Apply Now** Apply Job! **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** Apply for this job