Care Team Lead, Care Experience

As a Care Team Lead, your deep understanding of Empathy’s products, services, and processes is essential. It ensures you can confidently guide both users and the Care Team. You’ll play a key role in resolving complex user needs with compassion and accuracy, while connecting users to Empathy’s tools and resources when they need them most.

Collaboration is a core part of this role. You’ll represent the Care Team as a subject matter expert in cross-functional projects that enhance processes, improve efficiency, and drive better outcomes for families. You’ll also work closely with the Care Team Lead of Training & Development to identify knowledge gaps and deliver impactful trainings that grow team expertise and elevate the quality of our support.

This role is dynamic and evolving, reflecting the needs of our team and the growth of our business. As Empathy scales, you’ll have the opportunity to lead projects that improve how we work, strengthen service delivery, and expand our ability to support families. Adaptability, curiosity, and a proactive mindset will help you thrive.

While you’ll contribute to projects both big and small, your core focus is optimizing team utilization, maintaining high call quality, supporting day-to-day operations, and fostering a strong, connected culture for the Care Experience Team.

Key Responsibilities:

Leadership

• Lead and manage a team of Care Managers and/or Care Specialists, ensuring they provide exceptional support to our users.
• Set clear performance expectations, provide regular coaching and feedback, and offer professional development opportunities.
• Drive team engagement through leadership in strategic projects and initiatives that align with company OKRs and long-term growth goals.
• Foster an inclusive, collaborative team culture rooted in empathy, equity, and continuous improvement.
• Provide real-time support to team members navigating challenging calls, scheduling conflicts, or urgent needs.

Operations

• Use metrics to measure short and long-term project success.
• Manage change processes, keeping colleagues informed on project progress, status, and insights.
• Using your expertise and feedback from Care Managers and Care Specialists, suggest process improvements across different communication channels, striving for increased efficiency and scalability.
• Lead and contribute to projects that enhance team operations, streamline processes, and improve user outcomes.

Stakeholder Management

• Collaborate with cross-functional teams as the Care Team representative and subject matter expert.
• Engage in cross-departmental projects that support the strategic goals of Empathy, ensuring seamless integration and communication.

Training and Development

• Work closely with the Care Team Lead - Training & Development to identify training needs and implement necessary training.
• Develop and implement performance improvement plans as needed to address any identified skill gaps or deficiencies.
• Support onboarding and knowledge-sharing initiatives to scale team expertise and align with evolving processes.
• Monitor call and chat quality through weekly QA reviews and deliver timely, actionable feedback that supports team skill growth and quality consistency.
• Assist with the hiring process by participating in interviews, evaluations, or onboarding planning as needed.

Care Team SME

• Serve as a product expert who connects users to Empathy specific tools and resources as needed.
• Maintain a deep understanding of the company's products, services, and processes.
• Handle a limited number of User cases as needed (predominantly VIPs, high-value LI users, etc).
• Oversee the resolution of complex user inquiries or issues, ensuring timely and satisfactory resolutions.

About You:

• Previous experience in social work, grief counseling, education, public health, or other related fields 
• 2+ years of experience leading teams in a customer-facing role (counseling/support/concierge services, or related fields) 
• Excellent written and verbal communication skills
• Strong organizational, documentation, and time management skills
• Proficient in data analysis and reporting, utilizing relevant software and tools
• Able to work autonomously and effectively in a fast-paced, complex, and matrixed remote environment
• Proficient in stakeholder management
• Comfortable with ambiguity and able to manage multiple priorities
• Excellent critical thinking skills, proactive in driving improvements across communication channels
• Excited about leading impactful projects that drive team and company growth.
• Adaptable and ready to take on evolving responsibilities as the team scales and needs shift.

Application Process

Interested candidates should submit a resume and a cover letter detailing their qualifications and interest in the role here. Shortlisted candidates will undergo a multi-stage interview process, including discussions with senior leadership and potential peers.

Compensation

The starting Salary Range for this role is: $65,000-$75,000 annually. Our salary is determined by multiple factors including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.

Additional perks and benefits:

• Company Equity in a high-growth start-up
• Annual Remote Work and Wellness Stipends 
• Paid Bereavement Leave
• Comprehensive health insurance coverage
• Generous paid time off, including company holidays, vacation days, and paid leaves
• Retirement savings plan with employer matching

Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.