Performance Success Coach

Caring; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Caring.com is seeking a Performance Success Coach to lead and manage a team of Family Advisors. This role involves coaching, performance management, and fostering a positive team culture, all while contributing to the mission of helping seniors and their caregivers. The ideal candidate will have a strong background in leadership, sales, and operational skills, along with a passion for making a meaningful impact.

Benefits

Flexible hours and PTO

Comprehensive benefits: Medical, Dental, Vision, HSA, Life, Disability, Pet insurance

401(k) match

Direct engagement with leadership

Rapid growth and paid caregiver/volunteer days

Qualifications

• 5+ years in leadership, preferably in sales or customer service.
• Experience with timecard management and scheduling tools.
• Ability to onboard and mentor new employees.

Responsibilities

• Coach and manage a team of Family Advisors.
• Deliver performance coaching through one-on-ones and team meetings.
• Maintain team performance standards and assist with new hire training.

Skills

Coaching

Leadership

Communication

Organizational Skills

Education

Bachelor's degree in Business, Communication, or Management

Tools

CRM

Workforce Management Tools

Spreadsheets

Job description

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The Company And Our Mission

Caring.com is a leading online resource for seniors and their loved ones seeking information and access to senior living and care. We apply cutting-edge technology to our mission: to help as many seniors and their caregivers as possible through empathetic, expert guidance. We take pride in helping the 45 million caregivers across the U.S. find help for their aging family members. Our offerings include a robust directory of providers, one-on-one support from our expert Family Advisors, helpful content, and authentic reviews from seniors and their families. We are an agile team that succeeds by marrying rigorous, data-driven thinking with real empathy for users and the quality of their experience.

Don’t think that all this talk about aging keeps us from having a good time. We’re a vibrant group of highly talented, results-oriented individuals who want to use our time and skills to make an impact — all while enjoying a fun, friendly, and supportive work environment. We hope you’ll consider joining us.

About The Position

The Performance Success Coach will coach and manage a team of Family Advisors (FA) in our consumer sales and advisory organization.

Expectations

• Coach FA behaviors to meet and exceed Performance Metric expectations.
• Manage FA timecards, sick time, PTO, and other time off benefits according to Company policy.
• Create recorded sessions and written plans for performance coaching with each FA on team at least once per week.
• Deliver performance coaching through weekly one-on-ones, group round tables, team meetings, and check-ins, maintaining records for management and HR review.
• Provide accountability through warnings, concerns, and Performance Improvement Plans per HR policy.
• Meet with and coach new FAs 3+ times per week depending on schedule and progress.
• Participate in daily and weekend MOD rotation, including monitoring volume, queues, speed to lead, attendance, and other duties.
• Maintain confidentiality per company policy and signed agreements.
• Maintain team performance standards, such as an average of 6+ move-ins per advisor monthly.
• Create a positive team culture and effective communication regarding lead concerns and QA disputes.
• Assist with new hire training and conduct first-round interviews as needed.
• Manage and improve FA efficiency with coaching on time management.
• Cultivate mentors and develop incumbents for promotion.
• Participate in weekly calibration meetings and collaborate with HR on employee relations.
• Attend the Manager Professional Reading Group and other collaboration events.

Required Experience

Core Leadership and Management Skills

• Foster a positive, high-performing team environment.
• Provide structured, regular feedback and coaching.
• Handle performance concerns, disputes, and interpersonal issues effectively.
• Issue written warnings, performance improvement plans, and maintain HR-compliant records.
• Strong organizational skills to handle multiple responsibilities and deadlines.

Operational & Administrative Skills

• Experience with timecard & PTO management, scheduling tools, and leave policies.
• Ability to maintain accurate performance and coaching documentation.
• Knowledge of HR policies, confidentiality, and QA procedures.
• Skills in conducting first-round interviews and onboarding support.

Call Center or Sales Skills

• Experience in sales coaching, lead conversion, and meeting move-in targets.
• Familiarity with speed-to-lead practices and queue management software.

Training & Development

• Ability to onboard and mentor new employees with multiple coaching sessions weekly.
• Experience with succession planning and leading training sessions.

Communication & Collaboration

• Effective verbal and written communication skills.
• Ability to collaborate across teams, including HR, QA, and management.
• Willingness to participate in professional development activities.

Qualifications & Tools

• 5+ years in leadership, preferably in sales, customer service, or call centers.
• Familiarity with CRMs, workforce management tools, spreadsheets, and dashboards.
• Bachelor's degree preferred or equivalent experience in Business, Communication, or Management.

Why Join Us

• Meaningful mission: helping families in moments that matter.
• Remote-first team with supportive colleagues.
• High-impact role in a fast-moving organization.
• Opportunities to influence AI and technical architecture.

What We Can Offer You

• Flexible hours and PTO.
• Comprehensive benefits: Medical, Dental, Vision, HSA, Life, Disability, Pet insurance.
• 401(k) match.
• Direct engagement with leadership.
• Rapid growth and paid caregiver/volunteer days.

Caring LLC is an Equal Opportunity Employer.

We value diversity, equality, and inclusion, promoting dignity and respect for all backgrounds and experiences, which fuels innovation and leadership.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Marketing, PR, Writing/Editing
• Industry: Information Services