Team Lead – CARE

🔥 1 minute ago

🏄 California – Remote

🏄 California – Remote

💵 $54k - $79k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.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.

Apply Now

Find Similar Remote Jobs

SquareTrade

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛡️ Insurance

🛒 Retail

💰 $238M Private Equity Round on 2012-01

Insurance • Retail • Consumer Electronics

SquareTrade is a company that offers protection plans for consumer electronics and appliances through its parent company, Allstate Protection Plans. It provides comprehensive protection and warranty services for items such as smartphones, TVs, furniture, and major appliances. Known for its innovative approach in the protection plans sector, SquareTrade focuses on providing hassle-free, reliable service to its customers, including same-day phone repairs and easy online claims filing. It partners with leading retailers and mobile carriers in North America, Europe, Japan, and Australia, and its protection plans are preferred by a significant number of consumers over competitors. With a strong commitment to excellent customer service, SquareTrade ensures peace of mind to its customers by safeguarding their purchases with trusted protection solutions.

📋 Description

• Define, build, test, deploy, and sustain CARE roles, workflows, and operating routines • Serve as a subject matter resource for CARE Specialists and operational leaders • Translate business needs into clear, scalable processes • Support testing, training, deployment, and ongoing updates with Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and other partners • Proactively identify and address customer situations that could cause first-call-resolution failure, repeat contacts, escalations, or negative experiences • Improve the customer journey and operational efficiency through early intervention, outbound customer contact, and timely case resolution • Work assigned outbound cases • Support strategic initiatives including PolyAI testing, end-to-end user acceptance testing, and business-critical projects • Develop and maintain CARE responsibilities, workflows, decision points, documentation, and support expectations • Support case identification, queue monitoring, outbound follow-up, SLA risk review, resolution paths, and escalation prevention • Participate in UAT, pilots, test case development, defect identification, and process validation for systems, dashboards, AI-supported workflows, and operational changes • Provide structured feedback on system gaps, workflow issues, customer friction, specialist readiness, and improvement opportunities • Support deployment and post-launch stabilization, including readiness criteria, training and communication needs, issue identification, performance monitoring, and continuous improvement • Partner on training, job aids, knowledge updates, nesting, and ongoing support for CARE Specialists • Ensure consistent CARE process application while supporting partner-specific, customer-specific, or risk-based handling • Reinforce ethical conduct, customer focus, data protection, accurate documentation, and responsible use of tools, systems, and AI-supported processes • Support leaders with insights on process adoption, recurring defects, customer friction, and opportunities to improve FCR, SCR, CSAT, NPS, claim duration, and cost per claim

🎯 Requirements

• Translate business objectives into clear, scalable role expectations, workflows, procedures, and operating routines • Support UAT, pilots, defect documentation, scenario validation, and readiness assessments • Support implementation, training readiness, communications, issue tracking, and post-launch stabilization • Develop, review, and reinforce job aids, knowledge content, training materials, duty updates, and specialist guidance • Apply knowledge of claims workflows, SLA risk, customer friction, escalation drivers, fulfillment steps, case outcomes, QA findings, and performance trends • Work effectively across Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and leadership • Maintain current role, workflow, testing, and process documentation • Understand claims workflows, intervention points, SLA requirements, and fulfillment steps • Identify customer friction, communicate with empathy, resolve concerns, and protect the customer experience • Explain next steps, de-escalate concerns, and coordinate with internal partners • Connect case activity and trends to FCR, SCR, CSAT, NPS, and SLA outcomes • Use case management tools, Salesforce queues, intervention dashboards, NICE InContact, and other systems • Cross-support lines of business, learn new workflows, and support testing, pilots, and business-critical projects • Stay current on AI tools and governance and apply critical thinking to AI-supported customer journeys • Submit to a background investigation • SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position

🏖️ Benefits

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA) • Up to 4% company match into 401(k) • Contributions into a company-sponsored pension • $75/month budget to help prioritize physical wellbeing • $80/month stipend to subsidize connectivity costs • Mental health resources including free 1:1 therapy, coaching sessions and digital resources • Supportive leave policies • Competitive PTO program • 9 paid Company Holidays • Tuition reimbursement up to $5,250 per year • Hybrid work arrangements with regular investment in gatherings/offsites • Various corporate perks and discounts

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume