Care Team Lead: Elevate Experience & Outcomes

Empathy; San Francisco (CA); À distance; USD 68 000 - 75 000; Plein temps

Résumé du poste

Empathy is looking for a Care Team Lead in the San Francisco area to guide Care Managers and Care Specialists with empathy, clarity, and excellence across calls and chats. The role focuses on coaching, performance, and outcomes while shaping team culture and ensuring consistently high care for families.

Responsibilities include setting expectations, analyzing quality data, and partnering with Training, Care Operations, and other teams to improve workflows and user satisfaction.

Qualifications

• 2+ years of experience leading teams in customer-focused environments.
• Excellent written and verbal communication skills.
• Strong organizational, documentation, and time management skills.
• Comfortable using data and qualitative insights to guide decisions.
• Able to work autonomously in a fast-paced, remote setting.
• Adaptable with evolving responsibilities as the team scales.

Responsabilités

• Lead and manage a team of Care Managers and/or Care Specialists to deliver high-quality support.
• Set clear performance expectations, provide coaching, and support professional development.
• Own team-level outcomes related to care quality and user experience.
• Foster an inclusive, collaborative culture rooted in empathy and accountability.
• Provide real-time support for challenging calls, scheduling issues, or urgent needs.
• Monitor QA and performance, address gaps through coaching and partnerships.
• Own workflows and processes, ensuring clarity, consistency, and quality.
• Use data to identify opportunities to improve team effectiveness and outcomes.
• Collaborate with Care Operations and Training to surface frontline insights.
• Represent frontline context to cross-functional teams and advocate for care quality.

Connaissances

Team leadership

Communication

Organization

Data-driven

Autonomous

Ambiguity tolerance

Care culture

Description du poste

Empathy is looking for a Care Team Lead in the San Francisco area to guide Care Managers and Care Specialists with empathy, clarity, and excellence across calls and chats. The role focuses on coaching, performance, and outcomes while shaping team culture and ensuring consistently high care for families.

Responsibilities include setting expectations, analyzing quality data, and partnering with Training, Care Operations, and other teams to improve workflows and user satisfaction.