Care Team Lead, Care Experience

Empathy

. Lead and manage a team of Care Managers and/or Care Specialists .

Posted 10/23/2026full-timeRemote • United StatesSenior💰 $68,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates leadership in managing Care Managers and Care Specialists, focusing on team performance, care quality, and user experience. Utilizes data-driven insights to enhance team effectiveness and foster a collaborative, inclusive culture.

Highest-signal resume keywords

Team LeadershipPerformance ManagementData AnalysisUser Experience ImprovementCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Excellent Communication SkillsStrong Organizational SkillsTime Management SkillsProactive MindsetAdaptability

Industry Keywords

Customer-Facing EnvironmentCare QualityContinuous ImprovementCross-Functional CollaborationOnboarding Planning

About the role

Key responsibilities & impact

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

What you’ll need

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.