Care Team Lead, Care Experience

Description 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 experi