Lead a small, high-impact escalation team that protects the client experience at one of the fastest-growing virtual mental health organizations in the country. If you’re wired to calm chaos, solve tough problems, and turn frustrated clients into advocates, this role fits.
About Charlie Health
Charlie Health provides virtual, intensive behavioral health treatment for adolescents and young adults. The team connects clients with personalized care and support from home, tackling access gaps and delivering life-saving outcomes for high-need populations.
Schedule
- Fully remote (U.S.)
- Full-time leadership role
- Build and lead a team of escalation-focused Care Experience Specialists
- Coordinate cross-department efforts across clinical, care ops, and compliance
What You’ll Do
- Build, lead, and coach a team of 3–5 escalation specialists
- Serve as the primary point for complex client escalations
- Review cases daily and ensure resolution within 24 hours
- Partner across senior leadership to solve client-impacting issues
- Analyze trends in client concerns and drive preventative solutions
- Lead re-engagement efforts for clients at risk of disengaging
- Listen to calls, review tickets, and deliver coaching for quality
- Develop team KPIs and report performance data to leadership
What You Need
- 4+ years in customer success, care coordination, escalation management, or call-center leadership (healthcare preferred)
- Strong de-escalation, crisis communication, and service recovery skills
- Proven success managing and motivating high-performing teams
- Experience working cross-functionally in a fast-paced environment
- Bachelor’s degree preferred
- Salesforce and virtual team leadership experience strongly preferred
- Authorized to work in the U.S.; bilingual or native English proficiency
- Proficiency with Google Suite, Microsoft Office, and video platforms
Benefits
- Comprehensive benefits for full-time exempt employees
- Mission-driven work impacting real client outcomes
- Opportunity to shape a new function in a growing organization
Turn escalations into loyalty and build a client-first culture in virtual care.
Happy Hunting,
~Two Chicks…