Care Team Lead, Care Experience
About The Position
The Care Team Lead guides users and the Care Team through a deep understanding of Empathy’s products, services, and processes. The role is accountable for the quality, consistency, and impact of care delivered by Care Managers and Care Specialists, helping ensure users feel supported, understood, and confident at every touchpoint. The position centers on people leadership, performance, and outcomes. The Care Team Lead sets expectations, reviews quality, and provides hands-on coaching to develop team members while maintaining high standards of care. They model Empathy’s values and translate strategy into everyday behaviors that strengthen the user experience, team effectiveness, and an inclusive team culture. The role also oversees team workflows and operations, uses performance insights to identify improvement opportunities, and collaborates with Care Operations, Training and Development, and other cross-functional teams. As needed, the Care Team Lead handles a limited number of user cases, particularly VIP or high-value users, and oversees complex inquiries to ensure satisfactory resolution.
Requirements
- At least 2 years of experience leading teams in a customer-facing or care-focused environment, such as counseling, support, or concierge services, or a related field.
- Excellent written and verbal communication skills.
- Strong organizational, documentation, and time-management skills.
- Ability to use data and qualitative insights to assess performance and guide decisions.
- Ability to work autonomously and effectively in a fast-paced, complex, matrixed remote environment.
- Comfort with ambiguity and the ability to manage multiple priorities.
- Strong commitment to team culture and user experience, with a proactive, growth-oriented mindset.
- Adaptability and readiness to take on evolving responsibilities as the team scales and needs shift.
Responsibilities
- Lead and manage a team of Care Managers and/or Care Specialists to provide exceptional user support.
- Set performance expectations, provide regular coaching and feedback, and offer professional development opportunities.
- Own team-level outcomes for care quality, user experience, and consistency across calls and chats.
- Foster an inclusive, collaborative culture rooted in empathy, equity, accountability, and continuous improvement.
- Provide real-time support to team members handling challenging calls, scheduling conflicts, or urgent needs.
- Review call and chat quality and analyze performance, providing timely, actionable feedback.
- Identify performance and quality trends and address gaps through coaching and partnership with Training and Development.
- Act as an escalation point and model best practices in complex or high-impact user situations.
- Ensure existing workflows and team processes are executed effectively, consistently, and with quality.
- Use data and performance insights to identify opportunities to improve team effectiveness, utilization, and user outcomes.
- Partner with Care Operations and Training and Development to share frontline insights that inform process improvements and enablement.
- Represent the Care Team in cross-functional collaboration, bringing frontline context and advocating for care quality and team needs.
- Contribute insights to product, operational, and process decisions to support strong user and team outcomes.
- Partner with Training and Development to identify learning needs based on quality and performance signals.
- Reinforce training through coaching and feedback that helps team members apply what they learn.
- Support onboarding by helping new team members understand care standards, expectations, and team norms.
- Assist with hiring through interviews, evaluations, or onboarding planning as needed.
- Maintain a deep understanding of company products, services, and processes.
- Handle a limited number of user cases as needed, predominantly VIPs and high-value LI users.
- Oversee resolution of complex user inquiries or issues, ensuring timely and satisfactory outcomes.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
