Team Lead- CARE

SquareTrade•San Francisco, CA

10d•Hybrid

About The Position

The CARE Lead Specialist helps define, build, test, deploy, and sustain CARE roles, workflows, and operating routines. The role serves as a subject matter resource for CARE Specialists and operational leaders by translating business needs into clear, scalable processes and supporting testing, training, deployment, and ongoing updates in partnership with Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and other business partners. The CARE function proactively identifies and addresses customer situations that could result in first call resolution failure, repeat contacts, escalations, or negative customer experiences. Its objective is to improve the customer journey and operational efficiency through early intervention, outbound customer contact, and timely case resolution. CARE Specialists work assigned outbound cases and support strategic initiatives, including PolyAI testing, end-to-end user acceptance testing, and other business-critical projects. The CARE foundation is modeled after the EU Outbound approach, which has delivered reductions in inbound call volume and cost per claim. As the Digital First strategy expands into North America, CARE supports customers who do not opt into digital experiences, prefer not to file online, or need additional assistance navigating available options, while supporting broader efficiency and cost-reduction objectives. Success is measured by program impact, including reduced contacts per claim, inbound voice volume, claim duration, and cases outside SLA; customer experience improvements such as CSAT and NPS; operational efficiency, including hotline reduction, case completion, fewer repeat contacts, and improved resolution; quality and accuracy in QA, case notes, resolutions, and follow-up timelines; and risk prioritization for high-severity and high-frequency claim issues. The role also assesses account risk using factors such as longevity, number of PPs, prior escalations, poor expectations, or high-touch partners. Duties, responsibilities, workflows, systems, and activities may change based on business needs, customer experience priorities, compliance expectations, or operational requirements.

Requirements

Translate business objectives into clear, scalable role expectations, workflows, procedures, and operating routines.
Support UAT, pilots, defect documentation, scenario validation, and readiness assessments for processes, systems, dashboards, and AI-supported workflows.
Support implementation, training readiness, communications, issue tracking, and post-launch stabilization.
Develop, review, and reinforce job aids, knowledge content, training materials, duty updates, and specialist guidance.
Apply knowledge of claims workflows, SLA risk, customer friction, escalation drivers, fulfillment steps, case outcomes, QA findings, and performance trends to identify root causes and recommend improvements.
Work effectively across Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and leadership to resolve issues and support adoption.
Maintain current role, workflow, testing, and process documentation while staying current on systems, business needs, policy, and governance expectations.
Understand claims workflows, intervention points, SLA requirements, and fulfillment steps while managing and prioritizing multiple cases through resolution.
Identify customer friction, communicate with empathy, resolve concerns, and protect the customer experience before issues escalate.
Explain next steps, de-escalate concerns, and coordinate effectively with internal partners.
Connect case activity and trends to FCR, SCR, CSAT, NPS, and SLA outcomes and recommend actions that reduce repeat contacts.
Use required case management tools, Salesforce queues, intervention dashboards, NICE InContact, and other systems to research and resolve cases.
Cross-support lines of business, learn new workflows, and support testing, pilots, and business-critical projects.
Stay current on AI tools and governance through appropriate learning and apply critical thinking to the AI customer journey, root cause analysis, specialist coaching, and feedback to Engineering.

Responsibilities

Develop, refine, and maintain CARE role responsibilities, operating routines, workflows, decision points, documentation, and support expectations.
Support the creation, review, and testing of CARE functions, including case identification, queue monitoring, outbound follow-up, SLA risk review, resolution paths, and escalation prevention.
Participate in user acceptance testing, pilots, test case development, defect identification, and process validation for systems, dashboards, AI-supported workflows, and operational changes.
Provide structured feedback to leadership and cross-functional partners on system gaps, workflow issues, customer friction, specialist readiness, and improvement opportunities.
Support deployment and post-launch stabilization, including readiness criteria, training and communication needs, issue identification, performance monitoring, and continuous improvement.
Partner with Learning and Development and operational leaders on training, job aids, knowledge updates, nesting, and ongoing support for CARE Specialists.
Ensure CARE processes are applied consistently while supporting partner-specific, customer-specific, or risk-based handling needs.
Reinforce expectations for ethical conduct, customer focus, data protection, accurate documentation, and responsible use of tools, systems, and AI-supported processes.
Support leaders with insights on process adoption, recurring defects, customer friction, and opportunities to improve FCR, SCR, CSAT, NPS, claim duration, and cost per claim.
Manage and prioritize multiple claims and cases through resolution, coordinating with internal partners and addressing customer concerns before they escalate.
Use case management tools, Salesforce queues, intervention dashboards, NICE InContact, and other systems to research and resolve cases.
Stay current on AI tools and governance and apply critical thinking to the AI customer journey, root cause analysis, specialist coaching, and feedback to Engineering.

Benefits

Medical, dental, and vision coverage with network optionality and the ability to contribute to an HSA or FSA.
Up to 4% company match into 401(k) and contributions into a company-sponsored pension.
$75/month budget to help prioritize physical wellbeing.
$80/month stipend to subsidize connectivity costs.
Mental health resources, including free 1:1 therapy, coaching sessions, and digital resources.
Supportive leave policies.
Competitive PTO program with 9 paid Company Holidays.
Tuition reimbursement up to $5,250 per year.
Hybrid work arrangements with regular investment in team gatherings and offsites.
Various corporate perks and discounts.