Team Lead – Case Management, Client Success

🔥 0 minutes ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ReWorks Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2024

🏥 Healthcare

📦 Logistics

📣 Marketing

Healthcare • Logistics • Marketing

ReWorks Solutions is a premium remote staffing company that provides rigorously vetted, native English-speaking offshore professionals from South Africa and the Philippines, managed end-to-end with white-glove onboarding, continuous coaching, performance monitoring, and HIPAA-compliant processes. They position themselves as a B2B partner for healthcare organizations and other businesses seeking client-facing and backend remote teams, promising cost savings, high retention, and compliance. ReWorks combines hands-on team management with AI-powered support to streamline hiring, scaling, and ongoing oversight of remote staff.

📋 Description

• Lead and manage a large team of Case Managers / Client Success Coordinators • Set clear performance expectations and ensure team members consistently meet service standards • Monitor and manage team KPIs, productivity, quality, and performance metrics • Conduct regular coaching, performance discussions, and development sessions • Provide ongoing guidance, support, and accountability to team members • Identify performance gaps and implement appropriate improvement plans • Manage complex and sensitive client, family, and therapist escalations • Handle difficult conversations professionally, calmly, and empathetically • Ensure client concerns are resolved efficiently and appropriately • Maintain a high standard of client service and overall customer experience • Monitor case management and client success processes to ensure consistency and efficiency • Collaborate with other operational teams to resolve issues and improve service delivery • Identify process gaps and opportunities for continuous improvement • Ensure accurate communication and follow-through across the team • Provide management with regular updates on team performance, challenges, trends, and opportunities • Take ownership of operational issues and ensure appropriate resolution • Support a positive, accountable, and high-performing team culture

🎯 Requirements

• Minimum 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, Client Services, Healthcare Administration, or a related environment • Strong people-management experience leading a large team is essential • Proven experience managing team performance, KPIs, coaching, development, and accountability • Demonstrated experience managing complex escalations and difficult conversations • Strong client-service orientation with excellent interpersonal skills • Ability to communicate professionally, clearly, and empathetically • Strong organisational and problem-solving skills • Ability to manage multiple priorities in a fast-paced environment • Comfortable making decisions and taking ownership of issues • Ability to work independently while collaborating effectively with other operational teams

🏖️ Benefits

• Comfortable working U.S. hours • Remote work from home