Care Team Lead, Care Experience
Core
Lead and manage a team of Care Managers and Care Specialists to provide exceptional support to families navigating loss, ensuring care quality and consistency.
Role type
Senior team lead (customer care/support)
Builds
High-performance care teams delivering empathetic support via calls and chats
Domain
Customer care / Grief support services
Required skills
Team leadership, performance management, coaching, quality assurance, process improvement, stakeholder management, data analysis, hiring support, onboarding
Preferred skills
Experience in counseling/support/concierge services, comfort with ambiguity, adaptability
Technologies
None stated
Responsibilities
Lead and manage a team of Care Managers and/or Care Specialists; Set clear performance expectations and provide regular coaching; Monitor call and chat quality through QA reviews; Partner with Training and Development to identify learning needs; Collaborate with cross-functional teams to advocate for care quality; Handle complex user inquiries for VIPs and high-value users
Seniority
Senior, hands-on IC
