[Hiring] Care Team Lead @Empathy

Role Description

As a Care Team Lead, your deep understanding of Empathy’s products, services, and processes is essential to confidently guide both users and the Care Team. You are accountable for the quality, consistency, and impact of care delivered by your team, ensuring that Care Managers and Care Specialists show up with empathy, clarity, and excellence - and that our users feel supported, understood, and confident at every touchpoint.

This role is centered on people leadership, performance, and outcomes. You will:

• Set clear expectations, assess quality through regular review, and provide hands-on coaching that supports growth while maintaining a high bar for care delivery.
• Play a critical role in shaping team culture by modeling Empathy’s values and translating strategy into day-to-day behaviors that improve both user experience and team effectiveness.
• Lead a high performance team: developing talent, strengthening culture, and ensuring our care consistently meets the needs of the families we serve.
• Be energized by ownership, accountability, and building strong, engaged teams.

Qualifications

• 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.

Requirements

• Monitor call and chat quality through regular QA reviews and performance analysis, delivering timely and actionable feedback.
• Identify patterns and trends in quality or performance and proactively address gaps through coaching and partnership with Training and Development.
• Serve as an escalation point to model best practices for care in complex or high-impact user situations.
• Own the effective execution of existing workflows and team processes, ensuring clarity, consistency, and quality.
• Use data and performance insights to identify opportunities to improve team effectiveness, utilization, and user outcomes.
• Collaborate with cross-functional teams as the Care Team representative bringing frontline context and advocating for care quality and team needs.
• Contribute insights that help ensure product, operational, and process decisions support strong user and team outcomes.
• Partner with Training & Development to identify learning needs informed by quality and performance signals.
• Reinforce training through coaching and feedback that translates learnings into practice.
• Support onboarding by helping new team members understand care standards, expectations, and team norms.
• Assist with the hiring process by participating in interviews, evaluations, or onboarding planning as needed to help build and sustain a high performing team.
• Maintain a deep understanding of the company's products, services, and processes.
• Handle a limited number of User cases as needed (predominantly VIPs, high-value LI users, etc).
• Oversee the resolution of complex user inquiries or issues, ensuring timely and satisfactory resolutions.

Benefits

• The salary for this position ranges between $68,000-$75,000 annually.
• Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.