Care Outreach Team Lead (Remote)

Care | Remote USA

Description

About Empathy

Empathy is on a mission to help families with everything they face after the loss of a loved one. With an award-winning product, powered by tech and driven by purpose, we provide peace of mind by guiding families through all the tedious and time-consuming tasks that follow a loss, automating many of the processes so that they can focus on what truly matters.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

About the team

Care Team

The Care Team works alongside our platform to provide the human element of support to families who are dealing with a loved one’s passing. We are a compassionate, self starting, and organized team made up of Customer Outreach Associates (COA) and Care Managers. Our COAs specifically work to ensure that all individuals who are eligible get the support that they need and are set up with the Empathy platform. From there, our Care Managers work to thoughtfully guide and support those families with whatever they are facing.

In the Care Outreach Team Lead position, you'll guide our Customer Outreach Associates to connect potential users with Empathy's services. This role demands a strategic outlook, leadership skills, and an empathetic approach, ensuring our outreach efforts are both effective and compassionate. You'll be instrumental in shaping our outreach approach, enhancing team performance, and making a tangible difference in the lives of those we serve. 

In this role you will

Team Leadership and Development: 

  • Lead and mentor a dedicated team of Customer Outreach Associates (COAs), promoting a culture rooted in empathy and excellence. 
  • Continuously assess team dynamics and individual performance, providing constructive feedback and personalized development plans.

Operational Management:

  • Oversee the daily operations of lead management, ensuring all leads are received and contacted in accordance with existing protocols and timeframes.
  • Leverage data insights to refine outreach strategies, optimizing for efficiency and effectiveness.

Performance Optimization:

  • Help establish and communicate clear performance metrics, holding the team accountable to high standards of service.
  • Drive continuous improvement through regular analysis of performance data, identifying and implementing strategies for enhancement.

Process Improvement:

  • Actively solicit feedback from COAs to identify bottlenecks and areas for process refinement.
  • Collaborate with cross-functional teams to innovate and streamline outreach methodologies and platform features, increasing scalability and impact.

Training and Quality Assurance:

  • Partner with the Training & Development lead to identify training needs.
  • Implement quality assurance measures, ensuring the team's outreach efforts consistently meet Empathy's standards.

Product and Service Expertise:

  • Maintain an in-depth understanding of Empathy's offerings, ensuring COA outreach efforts consistently and accurately represent our value proposition.
  • Occasionally engage directly with leads, particularly during peak times or for specialized outreach, to maintain firsthand experience with the user journey.
  • Act as a bridge between the Care Manager and COA teams, facilitating seamless communication and integration of lead management and activation processes. Ensure that updates affecting CM operations are effectively communicated and adopted by COAs, maintaining alignment and efficiency across teams.

Requirements

What we’re looking for

  • A minimum of 3 years in customer-facing roles
  • Proven ability to lead and inspire a team, with a focus on development and performance management.
  • Strong analytical skills, comfortable interpreting data to make informed decisions.
  • Exceptional verbal and written communication skills, with the ability to build trust and rapport in a virtual environment.
  • A deep sense of empathy and understanding, passionate about supporting families in times of loss.
  • Strong organizational, documentation, and time management skills
  • Thrives in ambiguous environments, adept at managing multiple priorities and adapting to change.
  • Experience in dialer-based roles, customer service, or lead generation is highly desirable.

Preferred

  • At least 1 year in a leadership position, preferably within a fast-paced, tech-driven environment.
  • Experience leading or being a part of a team navigating high outbound call volume.
  • Familiarity with tools like Slack, Zoom, Google Suite, Zendesk, and others is advantageous.

More Information

The salary for this position ranges between $65,000-$75,000. This is decided based on many factors, including but not limited to: skills, qualifications, and geographic location. In addition to base salary, we are proud to offer stock options in the company and a competitive benefits package.

Apply now

At Empathy, we believe that our workforce should reflect the range and variety of the families we serve. We are an equal opportunity employer, where all employment decisions are made without regard to age, sex, race, ethnicity, nationality or nation of origin, religion, ability, medical condition, marital status, pregnancy, gender identity or expression, sexual orientation, veteran status, or any other status protected by local, state, or federal law.