Lead a remote team that walks alongside young people and families through some of the hardest chapters of their mental health journey. In this role, you will turn metrics, coaching, and call center operations into something deeper: consistent, compassionate support for every client in care.
About Charlie Health
Charlie Health delivers personalized, virtual intensive outpatient programs for adolescents and young adults navigating complex mental health conditions, substance use disorders, and eating disorders. By focusing on clients with complex needs, Charlie Health closes gaps created by long waitlists, geography, and limited local resources. The team blends clinical expertise, technology, and real human connection to transform how behavioral healthcare is delivered at home.
Schedule
Full time, remote role based in the United States.
Role is not available to candidates in Alaska, California, Colorado, Illinois, Maine, New York, or Washington State.
Consistent weekend and evening shifts throughout the week, with coverage ending as late as 9 p.m. MT.
Flexibility during peak seasons and reliability during your agreed schedule are required in a fast paced, KPI driven environment.
What You’ll Do
- Supervise a team of Care Experience Specialists and ensure outstanding customer support for every client and family interaction.
- Monitor performance, attendance, and professional conduct for each direct report and coach them toward individual and team KPI goals.
- Track and guide key metrics such as task completion, request resolution times, call volume, call quality scores, and first call resolution rates.
- Understand and be able to perform the full responsibilities of a Care Experience Specialist to step in and lead by example when needed.
- Resolve complex and escalated client and family concerns efficiently, including direct outreach to provide additional support.
- Review request queues daily, identify gaps in service, and assign outreach tasks across your team to maintain timely, high quality follow up.
- Act as a liaison between clients and internal teams such as Admissions, Billing, Utilization Review, Outreach, and Clinical to provide a centralized, consistent point of contact.
- Conduct weekly one on ones and team meetings to support performance, engagement, and morale.
- Support new hires through thoughtful onboarding, ongoing training, and regular coaching.
- Report to the Care Experience Manager on team KPIs and schedule adherence, and escalate performance issues, work avoidance, or misconduct when needed.
- Conduct biannual performance reviews for direct reports and contribute to a culture of accountability and care.
What You Need
- Bachelor’s degree in health sciences, business administration, communications, or a related field.
- At least 2 years of relevant experience that includes direct management or supervision and customer service or patient support work.
- Experience working with adolescents and young adults, ideally in a healthcare or behavioral health setting.
- For internal candidates, at least 6 months as a Senior Care Experience Specialist at Charlie Health, meeting or exceeding gold level KPI requirements for the Lead role.
- Strong alignment with Charlie Health’s mission, vision, and values and pride in delivering exceptional service to clients in mental health treatment.
- One to two years of Salesforce experience or similar CRM required.
- One to two years of experience using call or contact center technology required.
- Excellent customer service, interpersonal, relationship building, and listening skills.
- Ability to interpret and use data and metrics to manage performance and drive decisions.
- Ability to thrive in a fast paced environment while multitasking with strong attention to detail.
- Work authorization in the United States and native or bilingual English proficiency.
- Proficiency with cloud based tools including Slack, G Suite, Microsoft Office, Zoom, EMR, and similar systems.
Benefits
- Comprehensive benefits package for full time, exempt employees.
- Target base compensation between 57,000 and 73,000 dollars per year, depending on location, experience, and internal equity.
- Performance based bonus opportunities, with expected total cash compensation up to 63,000 to 80,000 dollars per year.
- Potential access to stock options and additional Charlie Health sponsored benefits as part of the total compensation package.
- The chance to shape a growing team and directly influence how clients and families experience mental health care at scale.
If you are ready to lead with both data and heart, and to coach a team that keeps clients supported from first call through discharge, this role is worth a serious look.
Step into a remote leadership position where your guidance, structure, and empathy will keep families connected to the care they need most.
Happy Hunting,
~Two Chicks…