Experienced Chat Support Supervisor – Healthcare Operations & Team Leadership at arenaflex

Join arenaflex and Lead a High-Performing Patient Support Team Transforming the Future of Physical Therapy Care

Physical therapy has the power to change lives. It helps patients rebuild strength after surgery, manage emerging chronic conditions, and develop the resilience needed for long-term wellness. Yet across the healthcare industry, both therapists and patients are stretched thin. The administrative burden is heavy, the scheduling chaos is real, and the tools available to clinicians often feel stuck in a previous decade. At arenaflex, we believe this is no longer acceptable. The industry is long overdue for transformation, and we are stepping up to deliver it.

arenaflex is a purpose-driven healthcare technology company on a mission to make physical therapy more accessible, more effective, and more human. By combining innovative technology with a deep commitment to clinical excellence, we are reimagining what the physical therapy experience can be for therapists and patients alike. Our platform connects patients with licensed physical therapists for in-home care sessions, driving faster recoveries, improving adherence to treatment plans, and creating lasting health outcomes for communities that have historically been underserved. We are not just building a product; we are reshaping an entire industry, and every member of our team plays a direct role in that mission.

As an organization, arenaflex has earned recognition as one of America’s Best Startup Employers and has been named among the World’s Most Innovative Companies in Healthcare. We have received exceptional performance designations from Medicare and CMS, and our mobile platform has been recognized for design excellence. These accolades reflect not only the strength of our technology but also the dedication of the people behind it. Now, we are looking for a Chat Support Supervisor who will lead a team of dedicated support professionals serving physical therapists and patients across the country. If you are a hands-on leader who thrives on developing people, driving performance, and creating exceptional customer experiences in a fast-paced healthcare environment, this is your opportunity to make a meaningful impact.

Your Role and Impact at arenaflex

As the Chat Support Supervisor at arenaflex, you will be the driving force behind a frontline team whose work directly shapes the experience of every physical therapist and patient who interacts with our platform. Your leadership will set the standard for service excellence, your coaching will help team members reach their full potential, and your operational instincts will keep the department running smoothly even during periods of high demand. This is a role for someone who loves being in the trenches with their team while also thinking strategically about how to improve processes, elevate quality, and achieve ambitious performance goals.

You will report to senior leadership within the Operations function and partner closely with Quality, Training, Product, and Clinical teams to ensure that every chat interaction reflects arenaflex’s commitment to compassionate, accurate, and timely support. In short, you will be the leader who makes sure our support engine runs at peak performance every single day.

Key Responsibilities

Team Leadership and Performance Management

• Drive team performance against established key performance indicators (KPIs) and service level agreements (SLAs), ensuring that the team consistently meets or exceeds targets for response time, resolution rate, customer satisfaction, and quality.
• Monitor and report on team performance through weekly and monthly dashboards, identifying trends, surfacing insights, and recommending action plans to leadership.
• Provide ongoing, constructive feedback and coaching to team members to help them grow their skills, build confidence, and advance in their careers.
• Address individual and team performance issues promptly, fairly, and effectively, partnering with Human Resources when needed to ensure consistency and compliance.
• Review existing processes regularly and recommend thoughtful improvements that enhance efficiency, reduce friction for customers, and elevate service quality across the department.

Team Support, Coaching, and Oversight

• Conduct structured weekly one-on-one meetings with each team member to discuss performance, career development, challenges, and goals.
• Deliver coaching and feedback generated by the Quality and Training teams, translating insights into individualized development plans that produce measurable improvement.
• Handle escalated chats and calls from patients and therapists, resolving complex or sensitive issues with empathy, professionalism, and sound judgment.
• Clarify procedures, policies, and workflows for the team, serving as the go-to resource when questions arise about process or escalation paths.
• Participate actively in the hiring, interviewing, and onboarding of new team members, helping to build a pipeline of talent that aligns with arenaflex’s values and standards.

Special Operations and Strategic Projects

• Step into the queue during periods of high chat volume to maintain service level agreements and support the team in real time.
• Act as a key stakeholder and subject matter expert for all matters related to team performance, quality assurance, and operational excellence.
• Lead or contribute to special projects and cross-functional initiatives as required by evolving business needs, from new product launches to process redesigns and tooling improvements.

What You Bring to arenaflex

Essential Qualifications

• A High School Diploma or equivalent is required; a Bachelor’s degree is strongly preferred.
• A minimum of two years of leadership experience as a team lead, supervisor, or senior representative in healthcare, scheduling, customer support, or a related operational environment.
• A genuine passion for teaching, training, and coaching team members, with a track record of helping people grow.
• Detail-oriented mindset with strong goal-setting abilities and the discipline to follow through.
• Ability to thrive in a fast-paced, evolving environment and manage multiple priorities without sacrificing quality.
• Demonstrated history of delivering exceptional customer service and creating positive experiences for end users.
• Experience leading distributed teams, including remote and offshore workers, with the ability to build cohesion across geographies and time zones.
• Strong cross-functional collaboration skills and the ability to work effectively with peer leaders across Quality, Training, Product, and Clinical functions.
• Proficiency with Google Workspace (Docs, Sheets, Slides, Drive) and modern chat support software; experience with Sendbird or similar platforms is a strong plus.

Preferred Qualifications

• Prior experience in a startup or high-growth healthcare technology environment.
• Familiarity with physical therapy, scheduling logistics, or care coordination workflows.
• Exposure to quality assurance frameworks, coaching scorecards, or performance calibration processes.
• Comfort with data, dashboards, and basic reporting to inform coaching decisions.

Skills and Competencies for Success

To excel in this role at arenaflex, you will lean on a balanced mix of leadership, communication, and operational skills. You will be an active listener who can read between the lines of a conversation and coach a team member to a better outcome. You will be a clear and confident communicator, capable of giving direct feedback with empathy and writing updates that executives can act on. You will be comfortable with ambiguity, energized by change, and skilled at translating strategic priorities into day-to-day execution. Above all, you will care deeply about the people on your team and the patients and therapists they serve.

Career Growth and Learning Opportunities

arenaflex is a company that grows with its people. As a Chat Support Supervisor, you will be positioned at the intersection of operations, technology, and healthcare, three of the most dynamic fields in today’s economy. You will have the opportunity to deepen your leadership skills, learn from experienced operators and clinicians, and take on increasing scope as the company scales. Many of our leaders began their careers in frontline support roles, and we are deeply committed to promoting from within, providing mentorship, and supporting continuing education. If you are looking for a place where your work is visible, your growth is encouraged, and your ideas are heard, you will find that at arenaflex.

Work Environment and Company Culture

At arenaflex, culture is not a poster on a wall. It is how we operate every day. We are guided by a set of values that shape our decisions, our relationships, and our standards: Care Exceptionally, Be Incredibly Relentless, Be Impactful, and Get 1% Better Every Day. These values challenge us to put patients first, to push through hard problems with determination, to focus on outcomes that matter, and to commit to continuous improvement in everything we do.

We are a remote-friendly, distributed team that believes in the power of flexibility and trust. We invest in the tools, rituals, and communication practices that help our people collaborate effectively across time zones. We celebrate wins big and small, we share candid feedback, and we treat one another with respect. Most importantly, we are united by a shared mission: to transform the physical therapy experience and improve lives at scale.

Compensation, Perks, and Benefits

arenaflex is proud to offer a competitive compensation and benefits package designed to support the well-being, growth, and financial security of every team member. The expected base salary range for this role is $59,000 to $82,000 per year, depending on experience, skills, and location. In addition to base pay, our benefits package includes:

• Comprehensive medical, dental, and vision insurance, with coverage beginning on the first of the month following your start date.
• Generous paid time off, including holidays, so you can rest, recharge, and spend time with the people who matter most.
• Company-paid life insurance to provide peace of mind for you and your loved ones.
• Equity in the form of stock options, so you can share in the long-term success you help create.
• Additional perks and benefits designed to support your physical, mental, and financial wellness.

Salary is dependent on experience and location, and we are committed to pay transparency and internal equity across the organization.

Apply Today and Help Shape the Future of Physical Therapy at arenaflex

If you are a leader who is energized by developing people, driving operational excellence, and contributing to a mission that truly matters, we want to hear from you. This is more than a supervisory role. It is an opportunity to shape the experience of thousands of physical therapists and patients, to build a high-performance team, and to grow your career alongside one of the most innovative companies in healthcare. Bring your leadership, your curiosity, and your drive to arenaflex, and let’s build the future of physical therapy together.