Lead a high-impact, mission-driven support team helping families access virtual mental health care from home. If you’re a data-savvy people leader who loves coaching reps and crushing KPIs, this role is your lane.
About Charlie Health
Charlie Health delivers personalized, virtual behavioral health treatment for clients with complex needs. By centering connection—between clients, clinicians, families, and care teams—we expand access to meaningful care and drive better outcomes from home.
Schedule
- Full-time, remote (#LI-REMOTE)
- Evening and weekend coverage required; flexibility during peak seasons
- Not hiring from: AK, CA, CO, IL, ME, NY, WA
- US work authorization required
What You’ll Do
- Coach and supervise Care Experience Specialists to high performance across call quality, first-call resolution, speed to response, and task completion.
- Own escalations and complex cases; partner cross-functionally (Admissions, Billing, UR, Outreach, Clinical) to unblock clients quickly.
- Run the playbook: standups, 1:1s, QA reviews, onboarding/training, and KPI reporting to leadership with clear action plans.
What You Need
- 2+ years managing or supervising in customer support/patient support (healthcare preferred) with direct KPI accountability.
- Hands-on with CRMs and contact center tools (Salesforce required), plus strong coaching, de-escalation, and data-driven decision skills.
- Detail-obsessed multitasker who thrives in fast-paced, change-heavy environments and communicates with clarity and empathy.
Benefits
- Competitive base: $57,000–$73,000 target; total cash (with bonus) up to $63,000–$80,000, individualized by location/experience.
- Comprehensive medical, dental, vision; other Charlie Health–sponsored benefits.
- Growth in a remote-first, outcomes-focused care organization.
Interviews are scheduled on a rolling basis—earlier applicants are prioritized.
Lead with purpose, coach with data, and help more families start care faster.
Happy Hunting,
~Two Chicks…