Lead with compassion. Drive change. Empower your team to deliver exceptional client experiences in behavioral healthcare.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral healthcare to people with complex needs. By connecting clients with clinicians, families, and communities, we break down barriers to care and improve outcomes from the comfort of home. As one of the fastest-growing behavioral health providers in the U.S., our mission is to redefine what quality care looks like for those who need it most.
Schedule
- Full-time, exempt position
- Remote-first role (some preference for Nashville-based candidates)
- Must be authorized to work in the U.S.
Responsibilities
- Lead and mentor a team of 3–5 Care Experience Specialists, focusing on escalation management and client satisfaction
- Serve as the senior escalation point for client concerns unresolved by frontline staff
- Partner with senior leadership across care ops, clinical, and compliance to resolve escalations effectively
- Develop and track KPIs for escalation response times, resolution rates, and client satisfaction
- Coach and support team members by reviewing calls, cases, and providing actionable feedback
- Ensure all support cases (email, SMS, phone, internal systems) are resolved within 24 hours
- Identify trends in client frustrations and champion root-cause solutions across the organization
- Support re-engagement strategies for clients who expressed dissatisfaction
- Report regularly to leadership on performance, escalation trends, and process improvements
Requirements
- 4+ years of experience in customer success, call center management, care coordination, or related healthcare roles
- Experience leading high-performing teams with measurable outcomes
- Strong de-escalation, conflict resolution, and communication skills
- Clinical background or ability to liaise with clinicians preferred
- Salesforce experience highly preferred
- Bachelor’s degree in Communications, Business, Healthcare, or related field strongly preferred
- Experience managing remote or virtual teams highly desirable
- Proficiency in Google Suite, Microsoft Office, and conferencing tools
- Resourceful, proactive, and data-driven problem solver with a passion for mental health
Benefits
- Competitive base salary with performance-driven incentives
- Comprehensive benefits package for full-time employees
- Growth opportunities in a mission-driven, rapidly scaling organization
- Opportunity to directly impact the mental health crisis and improve lives nationwide
Bring your leadership skills and compassion to a role where solving problems means saving lives.
Happy Hunting,
~Two Chicks…