**Experienced Chat Support Supervisor – Delivering Exceptional Customer Experience in a Fast-Paced Healthcare Environment**

At blithequark, we're revolutionizing the physical therapy experience with innovative technology and a passion for delivering exceptional care. As a leading provider of cutting-edge solutions, we're seeking an experienced Chat Support Supervisor to join our team and drive our customer support operations to new heights. **About blithequark** blithequark is a pioneering company that's transforming the physical therapy industry with its cutting-edge technology and commitment to quality care. Our mission is to make a significant clinical impact by empowering therapists and patients to achieve faster recoveries and lasting health. With a strong focus on innovation and customer satisfaction, we're creating a new standard for physical therapy care. **Job Summary** As a Chat Support Supervisor at blithequark, you'll be responsible for leading a team of chat support specialists who deliver exceptional customer experiences to physical therapists and patients. You'll be the driving force behind our team's success, ensuring that every interaction reflects our commitment to quality care. Your leadership will be pivotal in optimizing processes, supporting your team, and fostering a high-performance culture that aligns with our 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 **What You Can Offer** * **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 working in a start-up environment + Familiarity with the physical therapy industry + Strong analytical and problem-solving skills **What blithequark Can Offer You** * **Career Growth Opportunities** + 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 blithequark * **Competitive Compensation and Benefits** + 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! * **Salary Range** + $59,000 - $82,000 a year + Salary is dependent on experience and location **Work Environment and Culture** At blithequark, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer experiences, and we're looking for someone who shares our values and is eager to contribute to our mission. **How to Apply** If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **About blithequark** blithequark is a pioneering company that's transforming the physical therapy industry with its cutting-edge technology and commitment to quality care. Our mission is to make a significant clinical impact by empowering therapists and patients to achieve faster recoveries and lasting health. With a strong focus on innovation and customer satisfaction, we're creating a new standard for physical therapy care. **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** **Join the blithequark Team** If you're passionate about delivering exceptional customer experiences and want to be part of a team that's revolutionizing the physical therapy industry, we encourage you to apply for this exciting opportunity. Apply for this job