Introduction to blithequark
Physical therapy is a powerful tool for developing strength, managing emerging conditions, or recovering from surgery. However, it can be challenging for physical therapy to make a significant clinical impact due to the exhaustion of therapists and patients. Through technology and innovation, blithequark is making it easier to give and receive care, driving faster recoveries for lasting health in an industry long overdue for change. blithequark is reimagining the physical therapy experience for all, and we are seeking a highly skilled and experienced Chat Support Supervisor to join our team.
Job Overview
As the Chat Support Supervisor at blithequark, you will be the driving force behind a team dedicated to delivering exceptional chat support to physical therapists and patients. You will 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 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
- Drive team performance to meet KPIs and service level agreements, ensuring that the team is motivated and focused on delivering exceptional customer service.
- Monitor and report on team performance weekly and monthly, identifying areas for improvement and implementing strategies to address them.
- Provide regular feedback and coaching to team members, helping them to develop their skills and achieve their full potential.
- Address individual and team performance issues promptly and effectively, ensuring that any problems are resolved quickly and efficiently.
- Review processes and recommend improvements to enhance efficiency and service quality, continuously seeking ways to improve the team's performance and customer experience.
- Conduct weekly 1-on-1 meetings with team members, providing guidance, support, and feedback to help them achieve their goals.
- Deliver coaching and feedback from Quality and Training teams, ensuring that the team is equipped with the skills and knowledge they need to deliver exceptional customer service.
- Handle escalated chats/calls and resolve complex issues, providing a high level of customer service and ensuring that issues are resolved quickly and efficiently.
- Clarify procedures and provide guidance on processes, ensuring that the team is aware of and follows blithequark's policies and procedures.
- Participate in the hiring and onboarding process for new team members, helping to ensure that the team is well-staffed and equipped to deliver exceptional customer service.
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, with a strong desire to help others develop and grow.
- Detail-oriented with strong goal-setting abilities, able to prioritize tasks and manage multiple projects simultaneously.
- Ability to thrive in a fast-paced environment and manage multiple tasks effectively, with a strong focus on delivering exceptional customer service.
- Demonstrated track record of delivering exceptional customer service, with a strong commitment to quality and excellence.
- Experience leading distributed teams, including remote/offshore workers, with a strong ability to communicate and collaborate with team members remotely.
- Strong cross-functional collaboration skills and ability to work well with other leaders, with a strong focus on building and maintaining positive relationships.
- Proficient with Google Suite and chat support software, with Sendbird experience preferred.
Preferred Qualifications
- Experience working in a physical therapy or healthcare environment, with a strong understanding of the industry and its challenges.
- Knowledge of customer service software and technology, with a strong ability to learn and adapt to new systems and tools.
- Strong analytical and problem-solving skills, with a strong ability to analyze data and make informed decisions.
- Excellent communication and interpersonal skills, with a strong ability to communicate effectively with team members, customers, and other stakeholders.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to helping our employees grow and develop in their careers. As a Chat Support Supervisor, you will have access to a range of training and development opportunities, including leadership development programs, customer service training, and industry-specific education. You will also have the opportunity to work with a talented and experienced team, learning from others and sharing your own knowledge and expertise.
Work Environment and Company Culture
blithequark is a dynamic and innovative company, with a strong focus on delivering exceptional customer service and making a positive impact on the physical therapy industry. Our company culture is built around our core values of Care Exceptionally, Be Incredibly Relentless, Be Impactful, and 1% Better, Every Day. We are a supportive and collaborative team, with a strong focus on building and maintaining positive relationships with our customers, partners, and each other.
Compensation, Perks, and Benefits
As a Chat Support Supervisor at blithequark, you will be eligible for a range of compensation, perks, and benefits, including:
- A competitive salary range of $59,000 - $82,000 per year, depending on experience and location.
- Opportunity to grow with a start-up that is revolutionizing the delivery of physical therapy.
- Supportive leadership with lots of opportunity for those who wish to grow alongside blithequark.
- Paid Time Off with holiday.
- Stock options.
- Medical, dental, and vision insurance, effective on the first of the month following your start date.
- Company-paid life insurance, and much more!
Conclusion
If you are a motivated and experienced customer service professional, with a passion for leadership and a desire to make a positive impact on the physical therapy industry, we encourage you to apply for the Chat Support Supervisor role at blithequark. This is a unique opportunity to join a dynamic and innovative company, with a strong focus on delivering exceptional customer service and making a difference in the lives of our customers. Apply today to join our team and start your journey with blithequark!
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