Client Resource Navigator Team Lead- Nonprofit

Client Resource Navigator Team Lead
Remote (Houston Area Only)

Pay: $62,000 - $72,000

Connective is a Houston-based nonprofit dedicated to transforming the social services experience through technology, thoughtful design, and community collaboration. With a mission to make support more accessible, connected, and compassionate, Connective works alongside community partners to remove barriers, strengthen disaster recovery efforts, and help individuals and families navigate challenging times with dignity and care.

Connective is seeking a Client Resource Navigator Team Lead to lead and support a team of Client Resource Associates throughout the disaster recovery process. In this role, you will oversee the teams who do application reviews, ensure documentation is properly verified, and help connect clients with the appropriate recovery resources and partners. You will also play an important role in training, coaching, and providing ongoing guidance to your team, helping ensure clients receive the support and assistance they need.

Best-in-Class Benefits and Culture:

We value our employees’ time and efforts. Our commitment to your success is enhanced by a competitive compensation of $62,000 - $72,000, depending on experience, and an extensive benefits package including:

• Health Coverage: Starting day-one medical, dental, vision, disability, and life insurance, with HSA and FSA options.
• Retirement: 401(k) with an employer match of up to 6%.
• Paid Time Off: 20 days of PTO/floating holidays, plus 11 paid company holidays annually.
• Parental Leave: 8 weeks at 100% pay, followed by 4 weeks at 50% pay, with an additional 4 weeks of unpaid leave available.
• Mental Health & Legal Support: Employee Assistance Program (EAP) providing mental health and legal resources for employees and their families.
• Work Flexibility: Remote work within the Houston metro and surrounding counties only

Plus, we work to maintain the best environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where everyone feels encouraged to contribute to our processes, decisions, planning, and culture.

To thrive/succeed as the Client Resource Navigator Team Lead, you should have:

• Bachelor’s degree and 2+ years of relevant work experience; equivalent professional experience may be substituted for education.
• Experience in a client-facing role within the social services sector, ideally in customer service or client support, with a strong understanding of working with vulnerable populations.
• Previous experience leading or supervising a team, providing guidance, coaching, and ongoing support.
• Strong organizational skills with the ability to manage a high volume of cases, prioritize competing demands, and maintain accuracy and attention to detail.
• Excellent problem-solving, written communication, and interpersonal skills, with the ability to collaborate effectively with clients, team members, and organizational stakeholders.
• Adaptability and initiative, with the ability to implement evolving workflows, embrace technology, and thrive in a fast-paced, process-driven environment.
• Ability to pass a criminal history background check
• Preferred: professional fluency in Spanish, experience working with immigrant communities or nonprofit organizations, and familiarity with technology solutions.

Your responsibilities as the Client Resource Navigator Team Lead will include:

Client Intake, Case Management & Recovery Support

• Lead the teams who review client applications, analyze information, and verify supporting documentation.
• Communicate professionally with Client Resource Associates to provide updates and establish accurate expectations throughout the process.
• Refine and maintain organized workflows to track client progress, team effectiveness, and case status in real time.
• Support Client Resource Associates in navigating disaster recovery funding programs and guiding clients through available resources.
• Focus on improving the client experience by making the disaster recovery process as simple and straightforward as possible.
• Actively resolve challenges for clients, Client Resource Associates, and colleagues while supporting outreach efforts in person, by email, and over the phone.

Partner Relationships & Program Operations

• Assist the teams in managing relationships with external partners, understanding the network of recovery programs, and staying informed of their priorities and service capabilities.
• Lead process implementation for select new programs, such as temporary housing, while exercising sound judgment when engaging with stakeholders.
• Develop and implement program policies and procedures while contributing to the ongoing improvement of program operations.
• Work closely with Client Resource Associates and colleagues to reduce the time between disaster response and recovery.
• Remain flexible and responsive to shifting priorities, time-sensitive issues, and program demands, including maintaining a flexible schedule as needed.

Data Management & Client Privacy

• Input, manage, and analyze client information using Salesforce.
• Maintain the integrity and confidentiality of client data, including protecting Personally Identifiable Information (PII).

Ready to make a meaningful impact while growing your career with a team that values flexibility, collaboration, and your well-being? We’d love to hear from you! Take the next step and apply today to be part of an organization where your contributions matter and your potential can thrive.

We are an equal opportunity employer that welcomes and encourages diversity in the workplace. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment.