Chat Support Supervisor - Leading a Team to Deliver Exceptional Customer Experience at blithequark

Revolutionizing Physical Therapy with Technology and Innovation

At blithequark, we're on a mission to make a significant clinical impact in the physical therapy industry by leveraging technology and innovation. We're reimagining the physical therapy experience for all, driving faster recoveries for lasting health in an industry that's long overdue for change. As a key member of our team, you'll be part of a dynamic and fast-paced environment that's committed to delivering exceptional care and service.

About the Role: Chat Support Supervisor

As the Chat Support Supervisor at blithequark, you'll be the driving force behind a team dedicated to delivering exceptional chat support to physical therapists and patients. You'll lead your team to achieve key performance indicators (KPIs) and maintain service excellence, ensuring that every interaction reflects blithequark's commitment to quality care. In this role, you'll monitor team performance, provide coaching and feedback, manage escalated issues, and oversee special projects that contribute to the success of the department.

Key Responsibilities

• Team Leadership and Performance:
  • Drive team performance to meet 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.

Essential Qualifications

To be successful in this role, you'll need:

• A High School Diploma or equivalent; Bachelor's degree preferred.
• 2+ years of leadership experience as a team lead in healthcare or scheduling preferred.
• A passion for teaching, training, and coaching team members.
• Detail-oriented with strong goal-setting abilities.
• The ability to thrive in a fast-paced environment and manage multiple tasks effectively.
• A demonstrated track record of delivering exceptional customer service.

Preferred Qualifications

While not essential, the following qualifications will give you a competitive edge:

• 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

To excel in this role, you'll need to possess:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• The ability to analyze data and make informed decisions.
• A customer-centric approach with a focus on delivering exceptional service.
• Strong problem-solving and conflict resolution skills.
• The ability to adapt to changing priorities and workflows.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping you grow and develop in your career. As a Chat Support Supervisor, you'll have the opportunity to:

• Develop your leadership skills and experience.
• Work with a dynamic and innovative team.
• Participate in training and development programs.
• Take on new challenges and responsibilities.
• Collaborate with cross-functional teams to drive business outcomes.

Work Environment and Company Culture

At blithequark, we pride ourselves on our supportive and inclusive culture. As a remote team member, you'll be part of a global community that's passionate about delivering exceptional care and service. We offer:

• A flexible and remote work environment.
• A collaborative and dynamic team culture.
• Opportunities for growth and development.
• A range of benefits and perks, including paid time off, stock options, medical, dental, and vision insurance, and company-paid life insurance.

Compensation and Benefits

We're offering a competitive salary range of $59,000 - $82,000 per year, dependent on experience and location. In addition to your salary, you'll receive a range of benefits, including:

• Paid Time Off with holiday.
• Stock options.
• Medical, dental, and vision insurance on the first of the month following your start date.
• Company-paid life insurance.
• Opportunities for professional growth and development.

Join Our Team!

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experience, we want to hear from you! As a Chat Support Supervisor at blithequark, you'll be part of a dynamic and innovative team that's reimagining the physical therapy experience. Apply now to join our team and be part of a company that's making a real difference in the lives of physical therapists and patients.

At blithequark, we're committed to being Incredibly Relentless, Care Exceptionally, Be Impactful, and to being 1% Better, Every Day. If you're excited about our mission and values, we encourage you to apply for this exciting opportunity.