Chat Support Supervisor - Leading a Team to Deliver Exceptional Customer Experience in Physical Therapy Technology at blithequark

Revolutionizing Physical Therapy with Technology and Innovation

At blithequark, we're on a mission to transform the physical therapy experience by harnessing the power of technology and innovation. Our industry is ripe for change, and we're at the forefront, making it easier for physical therapists to provide care and for patients to receive it. We're a team of driven individuals passionate about delivering high-quality care and committed to making a lasting impact. As a Chat Support Supervisor at blithequark, you'll play a pivotal role in leading a team dedicated to providing exceptional chat support to physical therapists and patients, ensuring that every interaction reflects our commitment to quality care.

Job Overview

As the Chat Support Supervisor, you'll be the driving force behind a team that is passionate about delivering exceptional customer experience. Your leadership will be instrumental in optimizing processes, supporting your team, and fostering a high-performance culture that aligns with blithequark's goals. You'll be responsible for driving team performance, managing escalated issues, and overseeing special projects that contribute to the success of the department.

Key Responsibilities

• Team Leadership and Performance:
  • Drive team performance to meet key performance indicators (KPIs) and service level agreements.
  • Monitor and report on team performance on a weekly and monthly basis.
  • Provide regular feedback and coaching to team members to ensure they're equipped to deliver exceptional customer service.
  • 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 to provide guidance and support.
  • Deliver coaching and feedback from Quality and Training teams to ensure team members are equipped to handle complex issues.
  • Handle escalated chats/calls and resolve complex issues in a timely and effective manner.
  • Clarify procedures and provide guidance on processes to ensure team members have the knowledge they need to succeed.
  • Participate in the hiring and onboarding process for new team members to ensure a smooth transition.
• 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, driving innovation and improvement.

What You Bring to blithequark

To succeed as a Chat Support Supervisor at blithequark, you'll need to have a strong background in leadership, customer service, and team management. Here are the essential and preferred qualifications for the role:

Essential Qualifications

• High School Diploma or equivalent; Bachelor's degree preferred.
• 2+ years of leadership experience as a team lead in a related field, preferably in healthcare or scheduling.
• Passion for teaching, training, and coaching team members to help them grow and develop.
• Detail-oriented with strong goal-setting abilities, able to drive team performance and achieve KPIs.
• Ability to thrive in a fast-paced environment, managing multiple tasks effectively and prioritizing tasks to meet business needs.
• Demonstrated track record of delivering exceptional customer service, with a strong understanding of what drives customer satisfaction.

Preferred Qualifications

• Experience leading distributed teams, including remote/offshore workers, with a strong understanding of how to manage and motivate team members in different locations.
• Strong cross-functional collaboration skills, able to work well with other leaders and teams to drive business outcomes.
• Proficient with Google Suite and chat support software, with Sendbird experience preferred.

Skills and Competencies

To succeed in this role, you'll need to have a range of skills and competencies, including:

• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, able to communicate effectively with team members, customers, and stakeholders.
• Strong analytical and problem-solving skills, able to analyze data and drive business outcomes.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
• Strong customer service skills, with a deep understanding of what drives customer satisfaction.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop in their careers. As a Chat Support Supervisor, you'll have opportunities to:

• Develop your leadership skills, taking on additional responsibilities and driving business outcomes.
• Learn from our experienced leadership team, gaining insights and knowledge that will help you succeed.
• Participate in training and development programs, enhancing your skills and competencies.
• Collaborate with cross-functional teams, driving innovation and improvement.

Work Environment and Company Culture

At blithequark, we're passionate about creating a work environment that is supportive, inclusive, and innovative. Our company culture is built on the following values:

• Care Exceptionally: We're committed to delivering exceptional customer service, putting the needs of our customers first.
• Incredibly Relentless: We're driven to succeed, pushing ourselves to be better every day.
• Be Impactful: We're passionate about making a lasting impact, driving innovation and improvement.
• 1% Better, Every Day: We're committed to continuous improvement, striving to be 1% better every day.

Compensation, Perks, and Benefits

At blithequark, we offer a comprehensive compensation and benefits package that includes:

• Competitive salary ($59,000 - $82,000 per year, dependent on experience and location).
• Paid Time Off with holiday.
• Stock options.
• Medical, dental, and vision insurance on the first of the month following start date.
• Company-paid life insurance.
• Opportunities for career growth and development.

Join Our Team

If you're a motivated and experienced leader looking to drive business outcomes and make a lasting impact, we want to hear from you. As a Chat Support Supervisor at blithequark, you'll play a critical role in leading a team dedicated to delivering exceptional customer experience. Apply now to join our team and be part of a company that's revolutionizing the physical therapy experience.

blithequark is an equal opportunities employer, committed to diversity and inclusion. We welcome applications from candidates of all backgrounds.