Team Lead – Case Management, Client Success

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee and direct a sizable team of Case Managers and Client Success Coordinators.

• Establish clear performance expectations and ensure that team members consistently uphold service standards.

• Track and manage team KPIs, productivity levels, quality, and performance metrics.

• Engage in regular coaching, performance evaluations, and development sessions.

• Offer continuous guidance, support, and accountability to team members.

• Recognize performance deficiencies and implement suitable improvement strategies.

• Handle complex and sensitive escalations involving clients, families, and therapists.

• Conduct challenging conversations in a professional, calm, and empathetic manner.

• Ensure that client concerns are addressed efficiently and appropriately.

• Uphold a high standard of client service and overall customer experience.

• Supervise case management and client success procedures to ensure consistency and efficiency.

• Collaborate with other operational teams to resolve issues and enhance service delivery.

• Identify process deficiencies and opportunities for ongoing improvement.

• Ensure precise communication and follow-through within the team.

• Provide management with regular updates regarding team performance, challenges, trends, and opportunities.

• Take ownership of operational challenges and guarantee suitable resolution.

• Foster a positive, accountable, and high-performing team culture.

⛳️ Requirements

• At least 5 years of relevant professional experience in Case Management, Client Success, Healthcare Coordination, Customer Service, Client Services, Healthcare Administration, or a similar field.

• Significant experience in people management, particularly in leading a large team, is crucial.

• Proven track record in managing team performance, KPIs, coaching, development, and accountability.

• Demonstrated ability to manage complex escalations and navigate difficult conversations.

• Strong client-service focus complemented by excellent interpersonal skills.

• Ability to communicate in a professional, clear, and empathetic manner.

• Strong organizational and problem-solving capabilities.

• Capacity to manage multiple priorities in a dynamic environment.

• Comfortable making decisions and taking responsibility for issues.

• Ability to work independently while effectively collaborating with other operational teams.

🏝️ Benefits

• Comfortable working U.S. hours.

• Remote work from home.