**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 commitment to quality care. As a leader in our chat support team, you'll play a pivotal role in driving exceptional customer experiences for physical therapists and patients. If you're passionate about delivering outstanding service, leading high-performing teams, and fostering a culture of excellence, we invite you to join our dynamic team as an Experienced Chat Support Supervisor.

• *About arenaflex**

arenaflex is a trailblazing 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 mission is to empower physical therapists and patients to achieve faster recoveries and lasting health. With a strong commitment to quality care, we're driving change in an industry that's long overdue for transformation.

• *Your Impact**

As an Experienced Chat Support Supervisor at arenaflex, you'll be responsible for leading a team of chat support professionals to deliver exceptional customer experiences. 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 arenaflex**

• **Education**: High School Diploma or equivalent; Bachelor's degree preferred.
• **Leadership Experience**: 2+ years of leadership experience as a team lead in healthcare or scheduling preferred.
• **Passion for Teaching and Coaching**: Passion for teaching, training, and coaching team members.
• **Attention to Detail**: Detail-oriented with strong goal-setting abilities.
• **Adaptability**: Ability to thrive in a fast-paced environment and manage multiple tasks effectively.
• **Customer Service**: Demonstrated track record of delivering exceptional customer service.
• **Leadership Skills**: Experience leading distributed teams, including remote/offshore workers.
• **Collaboration**: Strong cross-functional collaboration skills and ability to work well with other leaders.
• **Technical Skills**: Proficient with Google Suite and chat support software, Sendbird experience preferred.

• *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**: Supportive leadership with lots of opportunity for those who wish to grow alongside of arenaflex.
• **Competitive Compensation**: Salary range of $59,000 - $82,000 a year, dependent on experience and location.
• **Benefits**: Paid Time Off with holiday, medical, dental & vision on the first of the month following start date, company-paid life insurance, and much more!

• *Work Environment and Company Culture**

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our company culture is built on the principles of:

• **Care Exceptionally**: Delivering exceptional customer experiences that exceed expectations.
• **Incredibly Relentless**: Driving innovation and excellence in everything we do.
• **Be Impactful**: Making a meaningful difference in the lives of physical therapists and patients.
• **1% Better, Every Day**: Continuously striving for improvement and growth.

• *Join Our Team**

If you're passionate about delivering exceptional customer experiences, leading high-performing teams, and fostering a culture of excellence, we invite you to join our dynamic team at arenaflex. Apply now to become an Experienced Chat Support Supervisor and be part of a revolution that's changing the face of physical therapy.