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Salary: USD 65,000 - 75,000 / annual
Empathy is seeking a Care Team Lead to manage and develop a team of Care Managers and Care Specialists who provide support to users during difficult times. This is a leadership role that combines people management, operational excellence, and subject-matter expertise in a fast-growing healthtech company.
In this role, you will lead a team providing exceptional care and support, setting clear performance expectations, delivering coaching and feedback, and creating professional development opportunities. You'll foster an inclusive, collaborative culture rooted in empathy and continuous improvement, while providing real-time support to team members navigating challenging situations.
Operationally, you'll use metrics to measure project success, manage change processes, and drive process improvements across communication channels to increase efficiency and scalability. You'll lead projects that enhance team operations, streamline processes, and improve user outcomes.
You'll serve as the Care Team's representative in cross-functional projects, collaborating with other departments to support Empathy's strategic goals. Working closely with the Care Team Lead of Training & Development, you'll identify knowledge gaps, implement training programs, develop performance improvement plans, and monitor call and chat quality through weekly QA reviews. You'll also handle a limited number of complex user cases, primarily VIPs and high-value users, and serve as a product expert connecting users to Empathy's tools and resources.
This is a dynamic, evolving role that will grow with the company. You'll need adaptability, curiosity, and a proactive mindset to thrive as Empathy scales.
REQUIREMENTS:
- Previous experience in social work, grief counseling, education, public health, or related fields
- 2+ years of experience leading teams in a customer-facing role (counseling/support/concierge services or related fields)
- Excellent written and verbal communication skills
- Strong organizational, documentation, and time management skills
- Proficient in data analysis and reporting using relevant software and tools
- Able to work autonomously and effectively in a fast-paced, complex, matrixed remote environment
- Proficient in stakeholder management
- Comfortable with ambiguity and able to manage multiple priorities
- Excellent critical thinking skills with a proactive approach to driving improvements
- Adaptable and ready to take on evolving responsibilities as the team scales
