Care Team Lead, Care Experience

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $68k - $75k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 1%

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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Empathy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚖️ Legal

📦 Logistics

💰 Series B on 2024-03

Healthcare • Legal • Logistics

Empathy is a company that provides comprehensive support systems for families experiencing loss. Their flagship product, Empathy LifeVault™, empowers families to create estate plans for a secure financial future. The company offers personalized Care Plans tailored to the urgent needs of families, helping them navigate the challenges of loss with human care enhanced by technology. This includes time-saving tools for administrative tasks, grief support through audio companions and exercises, and assistance with the probate process. Empathy also collaborates with partners like life insurance companies, consultants, and employers to extend their support to beneficiaries and employees during tough times.

📋 Description

• Lead and manage a team of Care Managers and/or Care Specialists • Set performance expectations, provide coaching and feedback, and offer professional development opportunities • Own team-level outcomes related to care quality, user experience, and consistency across calls and chats • Foster an inclusive, collaborative team culture rooted in empathy, equity, accountability, and continuous improvement • Provide real-time support for challenging calls, scheduling conflicts, and urgent needs • Monitor call and chat quality through QA reviews and performance analysis • Identify quality and performance trends and address gaps through coaching and partnership with Training and Development • Serve as an escalation point for complex or high-impact user situations • Own execution of workflows and team processes • Use data and performance insights to improve team effectiveness, utilization, and user outcomes • Partner with Care Operations and Training and Development on process improvements and enablement • Represent the Care Team in cross-functional collaboration and advocate for care quality and team needs • Identify learning needs, reinforce training, and support onboarding • Participate in interviews, evaluations, and onboarding planning as needed • Maintain deep knowledge of company products, services, and processes • Handle a limited number of user cases, predominantly VIPs and high-value LI users • Oversee resolution of complex user inquiries or issues

🎯 Requirements

• 2+ years of experience leading teams in a customer-facing or care-focused environment (counseling/support/concierge services, or related fields) • Excellent written and verbal communication skills • Strong organizational, documentation, and time management skills • Comfortable using data and qualitative insights to assess performance and guide decision-making • Able to work autonomously and effectively in a fast-paced, complex, and matrixed remote environment • Comfortable with ambiguity and able to manage multiple priorities • Deep care for team culture and user experience, with a proactive and growth-oriented mindset • Adaptable and ready to take on evolving responsibilities as the team scales and needs shift.