Client Support Advocate (Internal)

Cartwheel•Cambridge, MA

10h•$55,000 - $75,000•Remote

About The Position

The Client Support Advocate plays a crucial role in ensuring a positive experience for schools and families receiving services with Cartwheel . This position serves as the primary point of contact for concerns and complaints, working to resolve issues proactively thoughtfully, and efficiently. In addition to supporting individual cases, the Client Support Advocate identifies recurrent themes/trends, and partners with internal teams to strengthen our service experience. The Client Support Advocate collaborates closely with customer success, clinical, and operations teams to enhance service quality and ensure schools and families feel heard, supported, and valued. Role type: This is a W2, Full-Time, Salaried position Location: Remote, based in the United States Start date: March 2026, Note: Accepting applications until EOD 3/9/26

Requirements

Bachelor’s or master’s degree in social work, psychology, healthcare administration, or a related field. Relevant years of work experience may be substituted.
3+ years of experience in client advocacy, patient experience, customer service, or a similar role in healthcare or behavioral health.
Strong problem-solving skills and the ability to de-escalate concerns with professionalism and empathy.
Excellent verbal and written communication skills.
Ability to track trends, analyze data, and present clear, actionable insights to leadership.
Highly organized, with strong attention to detail and follow-through.

Nice To Haves

Experience working with pediatric populations, schools, or families
Strong preference for bilingual candidates, fluent in Spanish

Responsibilities

Serve as a responsive and empathetic primary point of contact for schools and parents/caregivers raising concerns or complaints about services.
Gather detailed information, assess the nature of concerns, and provide timely responses and clear next steps; escalate to the appropriate team members as needed.
Partner with internal teams to ensure timely, consistent follow-up and resolution, following established escalation processes for clinical, safety, or operational concerns.
Educate schools and families about available resources, policies, and service expectations.
De-escalate complex or emotionally charged situations with professionalism and care.
Problem solve through complex situations cross-functionally.
Document concerns, actions, and outcomes in designated systems to ensure accurate tracking and follow-through.
Monitor cases through resolution and confirm appropriate closure.
Track and report on key metrics, including response times and recurring themes.
Analyze trends in concerns and feedback, and share clear summaries and insights with clinical and operational leaders.
Partner with School Success, Clinical, and Operations teams to identify opportunities to strengthen processes and improve the client experience.
Contribute to ongoing quality improvement efforts related to service delivery and communication.