Care Team Lead, Care Experience

Description

About Empathy

Empathy is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

About the Role:

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. You 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.

While cross-functional collaboration and process improvement are an important function of this role, the core of the role is leading a high performance team: developing talent, strengthening culture, and ensuring our care consistently meets the needs of the families we serve. 

This role will continue to evolve as Empathy grows and is well suited for someone who is energized by ownership, accountability, and building strong, engaged teams.

In this role you will

Key Responsibilities:

Leadership

• Lead and manage a team of Care Managers and/or Care Specialists, ensuring they provide exceptional support to our users.
• Set clear performance expectations, provide regular 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 to team members navigating challenging calls, scheduling conflicts, or urgent needs.

Quality and Outcomes

• 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.

Operations

• 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.
• Partner with Care Operations and Training and Development to surface frontline insights that inform process improvements and enablement efforts.

Stakeholder Management

• 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.

Training and Development

• Partner withTraining & 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.

Care Team SME

• 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.

Requirements

About You:

• 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.

More Information:

• 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.