Family Care Associate Lead

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 pr…