**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**

• *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**