Who We Are Looking For

As the Member Support Lead you’ll be responsible for building, leading, and managing a team of talented technical support representatives assisting our members through live chat, customer community - WebPT Support Hub, and email. You’ll be responsible for maintaining customer service KPIs including but not limited to case response and resolution time with an emphasis on customer satisfaction. What You’ll Be Doing As A Part of Our Team Lead, coach and mentor a team of on-site technical support live chat and email representatives to deliver an outstanding member experience Monitor Salesforce Support queues and reports to ensure cases are being resolved within SLAs; ensure agents are promptly following up on cases with new customer notifications Monitor Live Chat queues to ensure agent coverage, response time, and resolution time SLAs are met Directly manage support team members to ensure case response time, resolution time, follow up, and quality metrics goals are met Conduct biweekly 1 on 1s with agents to discuss performance and identify areas of opportunity Coach individuals that are not meeting performance metrics, create individual performance plans when necessary Work with team trainer to coordinate department trainings based on knowledge gaps Ensure agents are utilizing correct Salesforce Case documentation workflow, including the use of Service Replies Ensure Knowledge Centered Service process is being followed and monitored Handle customer service escalations as required Ensuring exceptional quality of responses are provided on all cases with a CSAT minimum of 90% Ensuring our chat abandonment rate is at or under 5% on non-incident days Ensuring new cases are responded to within 4 business hours Work with other leaders in the organization towards overall Member satisfaction and Support Team goals Reliable and punctual in reporting for work and taking designated breaks. What You Should Have to Qualify Be passionate about quality customer service. You love helping people, and you constantly strive to create raving fans by delivering excellent internal and external service Detail-oriented with an ability to prioritize and meet aggressive goals Be a natural-born educator. Knowledge is power, and we’re all about empowerment Remain cool under pressure. Things can get pretty hectic at times, so we want to make sure you keep calm and carry on through even the most stressful of circumstances Five years technical support experience including live chat and email Strong leadership skills with a passion for mentoring and coaching Excellent written and verbal communication skills Ability to multitask, prioritize and manage time effectively Knowledge and use of CRM systems Bachelor’s degree or equivalent work experience Ability to work during US business hours 8 AM - 8 PM ET Monday through Friday Ideally, You Would Also Have These Two years of leadership experience on fast-paced customer service teams Salesforce experience Experience managing teams that serve US-based companies Experience with Knowledge Centered Service (KCS) Culture is at our Core Service: Create Raving Fans Accountability: Follow Up; Own Up Attitude: Possess True Grit Personality: Be Minty Work Ethic: Be Rock Solid Community Outreach: Give Back Health and Wellness: Live Better Resource Efficiency: Do Más With Menos About Us

Here, we work hard—but we have lots of fun doing it. We believe in equal opportunity for all, autonomy, trailblazing, and always doing right by our Members. Most importantly, though, we believe in empowering rehab therapy professionals to achieve greatness in practice. So, if you’re a can-do kinda person who loves to help Members win and enjoys working from just about anywhere—then you’ll fit right in. We’ve got big plans, but we can’t achieve them without you. Join us, and let’s achieve greatness.