ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA. Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve. We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system. Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively. We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future. Join us in solving one of the most important challenges of our time. THE OPPORTUNITY As Abby Care continues to expand, we're looking for a Family Care Associate Lead to help deliver exceptional experiences for the families we serve while supporting the growth and success of our Family Care team. This is a player-coach role where you'll manage your own portfolio of families while mentoring and coaching Family Care Associates to deliver high-quality, compassionate service. You'll serve as a trusted resource for escalations, operational challenges, and cross-functional collaboration, helping ensure families receive consistent support throughout their care journey. Success in this role requires strong relationship-building skills, operational excellence, and the ability to balance empathy with accountability in a fast-paced healthcare environment. This is a Full-Time Remote opportunity supporting U.S. Eastern Time business hours. WHAT YOU'LL WORK ON SUPPORT FAMILIES THROUGHOUT THEIR CARE JOURNEY * Manage an assigned portfolio of families from onboarding through ongoing care. * Build trusted relationships through proactive, compassionate communication. * Guide families through onboarding, training, assessments, documentation, and compliance milestones. * Conduct regular check-ins to ensure families remain engaged and supported. * Set clear expectations while delivering an exceptional customer experience. LEAD AND DEVELOP THE TEAM * Coach and mentor Family Care Associates to strengthen communication, problem-solving, and ownership. * Provide regular feedback to support performance and professional development. * Assist with onboarding and training new team members. * Foster a collaborative, accountable, and high-performing team culture. * Serve as the primary resource for complex questions and operational guidance. MANAGE ESCALATIONS * Own the team's most complex family situations and escalated concerns. * Lead sensitive conversations with empathy, professionalism, and confidence. * Partner with internal teams to resolve issues efficiently. * Keep families informed through timely updates and clear communication. PARTNER ACROSS THE ORGANIZATION * Collaborate closely with Clinical, Scheduling, Operations, Payroll, Credentialing, and Leadership teams. * Ensure onboarding requirements, documentation, assessments, and compliance activities are completed accurately and on time. * Maintain accurate records and operational documentation. DRIVE CONTINUOUS IMPROVEMENT * Identify opportunities to improve workflows and the family experience. * Develop and maintain SOPs, operational documentation, and best practices. * Lead small operational initiatives that improve efficiency, scalability, and service quality. * Help remove operational bottlenecks and recommend long-term process improvements. WHAT SUCCESS LOOKS LIKE * Families feel supported, informed, and engaged throughout their care journey. * Team members consistently deliver high-quality service and continue developing their skills. * Escalations are resolved effectively while maintaining trust and empathy. * Cross-functional partnerships improve operational efficiency. * Documentation, onboarding, and compliance activities are completed accurately and on time. * Process improvements enhance both the family experience and internal operations. WHAT YOU'LL HAVE EXPERIENCE * 5+ years of experience in one or more of the following: * Customer Success * Account Management * Patient Navigation * Care Coordination * Case Management * Member Services * Healthcare Operations * Family Advocacy * 2+ years of leadership experience as a Team Lead, Supervisor, Subject Matter Expert (SME), Trainer, Quality Analyst, or similar player-coach role. * Experience coaching and mentoring team members. * Experience managing ongoing customer, patient, or family relationships. * Experience handling escalated customer or patient concerns. PREFERRED QUALIFICATIONS * Healthcare experience supporting patients, caregivers, or families. * Startup or high-growth company experience. * Experience leading remote teams. * Experience developing SOPs, workflows, and operational documentation. * Experience leading process improvement initiatives. * Experience collaborating across multiple departments. * Experience monitoring KPIs and coaching toward performance improvement. SKILLS & COMPETENCIES * Exceptional relationship-building and communication skills. * Strong coaching and leadership abilities. * Excellent organization and time management skills. * Ability to manage multiple priorities in a fast-paced environment. * Strong problem-solving and decision-making skills. * High emotional intelligence with the ability to balance empathy and accountability. * Self-starter who thrives in ambiguity and takes ownership. * Comfortable learning new systems and technologies. BENEFITS * Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus. * Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid U.S. company holidays. * Set Up for Success. We provide a company-issued laptop to support you in your role. * Growth Opportunities. Build your leadership skills while working with teams across multiple U.S. markets. We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation. OUR VALUES 1. Families First Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?” 2. Urgency with Precision Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand. 3. Relentlessly Resourceful As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity. 4. Purpose with Positivity We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve. 5. Driven to Redefine What’s Possible We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care. Automated Decision Tools Abby Care may use automated decision tools to help match and rank candidate work experience, education and skills found in online profiles, resumes and job applications against job requirements. We believe that these tools help ensure objective, data-based decisions during the hiring process, however, all Abby Care hiring decisions involve final human review and input. If you have questions or would like to request an alternative process, contact [email protected].