Chat Support Supervisor

About Luna

Physical therapy is powerful?for developing strength, managing emerging conditions, or recovering from surgery. But it?s challenging for physical therapy to make a significant clinical impact because therapists and patients are worn out. Through technology and innovation, Luna makes it easier to give and receive care. Driving faster recoveries for lasting health in an industry long... overdue for change, Luna is reimagining the physical therapy experience for all.

As the Chat Support Supervisor at Luna, 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 Luna'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 Luna's goals.

How you will have an impact:
? Team Leadership and Performance:
? Drive team performance to meet 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 Luna:
? 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.

What Luna can offer you:
? 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 of Luna
? 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!

$59,000 - $82,000 a year
Salary is dependent on experience and location.

Physical therapy, delivered. www.getluna.com

#LUNACORP1

Care Exceptionally * Incredibly Relentless * Be Impactful * 1% Better, Every Day

~ 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

Apply Job!