Lead a frontline team that protects the client experience and solves tough problems with empathy, speed, and heart. Build a high-performing support function that keeps families engaged in life-saving mental health care.
About Charlie Health
Charlie Health delivers virtual, intensive mental health treatment for adolescents and young adults with complex needs. Their work bridges the gap between crisis care and long-term therapy, helping clients access personalized support from home. The culture is mission-driven, fast-paced, and deeply centered on connection, dignity, and clinical excellence.
Schedule
- Fully remote (U.S.)
- Full-time role
- Lead a virtual team of Care Experience Specialists
Responsibilities
- Manage and coach a team of 3–5 specialists handling escalated client cases
- Serve as the escalation point for complex client concerns
- Partner with leadership across care ops, clinical, billing, and compliance
- Develop and track KPIs for timely resolution and service quality
- Drive client re-engagement and satisfaction initiatives
- Review support tickets and calls daily for quality and progress
- Lead root-cause analysis on client frustration trends and implement fixes
- Coordinate cross-functional action plans on client-impacting issues
Requirements
- 4+ years in customer success, care coordination, call center leadership, or similar healthcare-adjacent field
- Proven ability to lead and coach high-performing teams
- Background in de-escalation, client advocacy, and service recovery
- Ability to navigate complex situations with empathy and clarity
- Salesforce experience strongly preferred
- Strong communication, emotional intelligence, and problem-solving skills
- Bachelor’s degree preferred
- Experience supporting vulnerable or underserved populations
- Authorized to work in the U.S. and fluent in English
Benefits
- Comprehensive benefits package
- Mission-driven environment with meaningful impact
If you thrive leading calm through chaos, and you want your work to genuinely help people, this team will feel like home.
Happy Hunting,
~Two Chicks…