Team Lead – Case Management, Client Success

ReWorks Solutions

. Lead and manage a large team of Case Managers / Client Success Coordinators .

Posted 9/18/2026full-timeRemote • South AfricaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing a large team of Case Managers and Client Success Coordinators, with a focus on performance management, client service excellence, and effective communication. Proven ability to handle complex escalations and foster a high-performing team culture through coaching and accountability.

Highest-signal resume keywords

Team LeadershipPerformance ManagementClient Service OrientationEscalation ManagementCoaching and Development

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Case ManagementClient SuccessHealthcare CoordinationKPI MonitoringPerformance Metrics

Soft Skills

Interpersonal SkillsOrganisational SkillsProblem-Solving SkillsEmpathyCommunication Skills

Industry Keywords

Customer ServiceHealthcare AdministrationOperational ImprovementService StandardsTeam Accountability

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Comfortable working U.S. hours
Remote work from home