Care Team Lead, Care Experience

About Empathy

Empathy is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

About the Role

As a Care Team Lead, your deep understanding of Empathy’s products, services, and processes is essential to confidently guide both users and the Care Team. You are accountable for the quality, consistency, and impact of care delivered by your team, ensuring that Care Managers and Care Specialists show up with empathy, clarity, and excellence - and that our users feel supported, understood, and confident at every touchpoint.

This role is centered on people leadership, performance, and outcomes. You will set clear expectations, assess quality through regular review, and provide hands-on coaching that supports growth while maintaining a high bar for care delivery. You play a critical role in shaping team culture by modeling Empathy’s values and translating strategy into day-to-day behaviors that improve both user experience and team effectiveness.

While cross-functional collaboration and process improvement are an important function of this role, the core of the role is leading a high performance team: developing talent, strengthening culture, and ensuring our care consistently meets the needs of the families we serve.

This role will continue to evolve as Empathy grows and is well suited for someone who is energized by ownership, accountability, and building strong, engaged teams.

Schedule

This is a full-time, exempt role that primarily works Monday through Friday, with an expected start time of approximately 7:00 AM ET. Some flexibility in the exact start time may be available, but this role is designed to provide early-day coverage for the Care Team. Candidates should be able to maintain an early Eastern Time schedule consistently, regardless of their local time zone.

From time to time, leadership needs may fall outside of typical business hours, including occasional evening or weekend support and participation in a rotating on-call schedule. We are intentional about maintaining balance and do not expect continuous availability outside of working hours, but some flexibility is an important part of this leadership role.

About You

• 2+ years of experience leading teams in a customer-facing or care-focused environment (counseling/support/concierge services, or related fields)

• Excellent written and verbal communication skills

• Strong organizational, documentation, and time management skills

• Comfortable using data and qualitative insights to assess performance and guide decision-making

• Able to work autonomously and effectively in a fast-paced, complex, and matrixed remote environment

• Comfortable with ambiguity and able to manage multiple priorities

• Deep care for team culture and user experience, with a proactive and growth-oriented mindset

• Adaptable and ready to take on evolving responsibilities as the team scales and needs shift.

More Information

• The salary for this position ranges between $68,000-$75,000 annually.

Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.