Experienced Chat Support Supervisor – Team Leadership, Performance Management, and Exceptional Customer Service in Healthcare Technology

About blithequark

Physical therapy is a powerful tool for developing strength, managing emerging conditions, or recovering from surgery. However, it's challenging for physical therapy to make a significant clinical impact because therapists and patients are often worn out. Through technology and innovation, blithequark is revolutionizing the physical therapy experience by making it easier to give and receive care. By driving faster recoveries for lasting health in an industry long overdue for change, blithequark is reimagining the physical therapy experience for all.

Job Summary

We are seeking an exceptional Chat Support Supervisor to lead a team dedicated to delivering outstanding chat support to physical therapists and patients. As a Chat Support Supervisor at blithequark, you will be the driving force behind a team that ensures every interaction reflects blithequark's commitment to quality care. You will monitor team performance, provide coaching and feedback, manage escalated issues, and oversee special projects that contribute to the success of the department. Your leadership will be pivotal in optimizing processes, supporting your team, and fostering a high-performance culture that aligns with blithequark's goals.

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 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.

Requirements and Qualifications

Essential Qualifications:

• 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.

Preferred Qualifications:

• Experience in healthcare technology or a related field.
• Familiarity with physical therapy practices and challenges.
• Certification in customer service or a related field.

What We Offer

At blithequark, we are committed to creating a supportive and inclusive work environment that fosters growth and development. Here are some of the benefits and perks we offer:

• Opportunity to Grow: Join a start-up that is revolutionizing the delivery of physical therapy and grow with us.
• Supportive Leadership: Our leadership team is dedicated to supporting your growth and development.
• Competitive Compensation: Salary range: $59,000 - $82,000 a year, dependent on experience and location.
• Benefits Package:
  • Paid Time Off with holidays.
  • Stock options.
  • Medical, dental & vision on the first of the month following start date.
  • Company-paid life insurance.
• Recognition and Awards: We have received numerous awards and recognitions, including:
  • 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.

Our Culture

At blithequark, we value:

• Care Exceptionally: We are committed to delivering exceptional care and service to our customers.
• Incredibly Relentless: We are driven to make a significant impact in the physical therapy industry.
• Be Impactful: We believe that everyone has the potential to make a positive impact.
• 1% Better, Every Day: We strive to continuously improve and innovate.

How to Apply

If you are a motivated and experienced leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website: Apply Job!

Join our team and be part of a company that is revolutionizing the physical therapy experience. We look forward to hearing from you!