Lead the frontline team that keeps clients and families supported while treatment is in motion. You’ll coach specialists, handle escalations, and tighten service delivery so requests get resolved fast, quality stays high, and clients feel cared for every step of the way.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral healthcare for people navigating complex mental health conditions, substance use disorders, and eating disorders. Their model is rooted in connection between clients, clinicians, care teams, loved ones, and communities. The mission is urgent and human: expand access to life saving treatment from home.
Schedule
Full time, remote (United States). Consistent weekend and evening shifts, with workdays that may end as late as 9pm MT. Flexibility is required during peak seasons. Not available to candidates in: AK, CA, CO, IL, ME, NY, or WA.
What You’ll Do
⦁ Supervise a team of Care Experience Specialists to deliver exceptional support at every client and family touchpoint
⦁ Monitor performance, attendance, and professional conduct while keeping standards clear and fair
⦁ Coach direct reports to hit individual and team KPIs (task points, 1 business day resolution rate, inbound calls handled, call quality, first call resolution)
⦁ Step in on complex, multi layer client and family issues and drive escalations through resolution, including direct outreach when needed
⦁ Run weekly 1:1s and team meetings to support performance, engagement, and morale
⦁ Support onboarding, training plans, and ongoing coaching for new and existing team members
⦁ Review the Charlie Cares request queue daily to spot service gaps and assign outreach responsibilities
⦁ Act as a liaison between clients and internal teams (Admissions, Billing, Utilization Review, Outreach, Clinical) to keep communication tight
⦁ Provide select clients and families with extra support through weekly check ins and coordinated updates with care teams
⦁ Report KPI trends and schedule adherence to the Care Experience Manager, escalating performance concerns or misconduct when necessary
⦁ Complete biannual performance reviews for direct reports
What You Need
⦁ Bachelor’s degree in health sciences, business administration, communications, or related field
⦁ 2+ years of relevant experience including people management or supervision plus customer service or patient support
⦁ Experience working with adolescents and young adults (healthcare setting preferred)
⦁ 1–2 years of Salesforce experience (or similar CRM) required
⦁ 1–2 years using call or contact center technology required
⦁ Strong customer service instincts with excellent listening and relationship building skills
⦁ Comfort using data and individual metrics to manage performance and coach effectively
⦁ Ability to multitask in a fast paced environment with high attention to detail
⦁ Work authorization in the U.S. plus native or bilingual English proficiency
⦁ Proficiency with tools like Slack, Google Workspace, Microsoft Office, Zoom, and EMR systems
⦁ Availability for evenings and weekends as part of a consistent schedule
Benefits
⦁ Comprehensive benefits for full time, exempt employees
⦁ Target base pay: $57,000–$73,000 per year
⦁ Target performance based bonus, with total cash compensation up to $63,000–$80,000 per year
⦁ Additional total compensation may include stock options and other Charlie Health sponsored benefits
Team lead roles are about calm authority and tight execution. If you can coach people up, protect the client experience, and keep KPIs clean, apply now.
You’ll be the person who turns “support” into a system clients can actually feel.
Happy Hunting,
~Two Chicks…