Lead, coach, and level up a remote Care Experience team serving adolescents and families in virtual mental health treatment. If you can turn escalations into solutions and metrics into momentum, you’ll thrive here.
About Charlie Health
Charlie Health delivers virtual, intensive mental health treatment for adolescents and young adults with complex needs. The team connects clients to personalized care from home, pairing evidence-based treatment with a mission-first culture focused on dignity, access, and outcomes.
Schedule
- Fully remote (U.S.)
- Full-time; evenings and weekends required (shifts may run as late as 9 pm MT)
- Flexibility during peak periods
- Not hiring in: Alaska, California, Colorado, Illinois, Maine, New York, or Washington
What You’ll Do
- Supervise and coach Care Experience Specialists; run weekly 1:1s and team huddles
- Own escalations end-to-end and support specialists through resolution
- Track and improve KPIs: task points, 1-business-day resolution, inbound call volume, call quality, first call resolution
- Review daily support queues; assign outreach and close gaps in service
- Partner across Admissions, Billing, Utilization Review, Outreach, and Clinical to remove roadblocks
- Hire, onboard, and train new team members; deliver biannual performance reviews
- Analyze trends in client friction and drive root-cause fixes with leadership
What You Need
- Bachelor’s degree in a relevant field (preferred)
- 2+ years’ people leadership or supervision plus hands-on customer/patient support experience
- Experience with adolescents/young adults in healthcare preferred
- 1–2 years’ Salesforce (or similar CRM) and contact center technology
- Strength in de-escalation, coaching, data-driven performance management, and relationship building
- Detail-focused multitasker; comfortable in a fast, high-stakes, remote environment
- Authorized to work in the U.S.; native or bilingual English proficiency
- Proficiency with Slack, Google Workspace, Microsoft Office, Zoom, and EMR
Benefits
- Comprehensive benefits for full-time, exempt employees
- Mission-driven, remote work with measurable impact
- Ongoing training and growth in a rapidly scaling organization
Drive client trust, shorten time-to-resolution, and help more families stay engaged in life-saving care.
Happy Hunting,
~Two Chicks…