Care Team Lead, Care Experience

This is a Fully Remote Job

About Our Client:

The organization operates in the family support sector, focusing on assisting families during challenging life events such as loss. It addresses the complex and time-consuming tasks that arise in these situations through a combination of technology and human support, aiming to provide peace of mind and emotional assistance. The program is recognized for its purpose-driven approach and impact on families navigating difficult moments.

About the Opportunity:

The CARE TEAM LEAD role is responsible for guiding and managing a team that delivers empathetic and high-quality care to users. This position ensures the team’s performance meets standards of clarity, compassion, and effectiveness, directly influencing the user experience and support outcomes. The role involves leadership, coaching, quality assurance, and operational oversight to maintain and improve care delivery, as well as fostering a positive and inclusive team culture.

Responsibilities:

• Lead and manage a team of Care Managers and Care Specialists to provide exceptional user support.
• Set clear performance expectations and provide ongoing coaching and professional development.
• Monitor care quality through regular reviews and deliver actionable feedback.
• Address performance gaps by partnering with training and development resources.
• Serve as an escalation point for complex user situations, modeling best practices.
• Manage workflows and processes to ensure consistency and quality.
• Use data to identify opportunities for team and user outcome improvements.
• Collaborate cross-functionally to incorporate frontline insights into product and process decisions.
• Support onboarding and hiring to build a high-performing team.
• Maintain expertise in products, services, and processes.
• Handle select complex user cases requiring advanced support.

Requirements:

• Minimum of 2 years leading teams in customer-facing or care-focused environments.
• Strong written and verbal communication skills.
• Excellent organizational and time management abilities.
• Proficient in using data and qualitative insights for performance assessment.
• Ability to work independently in a fast-paced, remote, and complex environment.
• Capacity to manage multiple priorities with adaptability.
• Commitment to fostering team culture and enhancing user experience.

Pay Range and Compensation Package:

• The salary for this position ranges between $68,000 and $75,000 annually.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.