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Member Advocate Team Lead

2 months ago

Chicago, Illinois, United States NOCD Inc. Full time
About NOCD Inc.

NOCD Inc. is a leading telehealth provider dedicated to delivering high-quality OCD treatment to individuals worldwide. Our mission is to create accessible and effective therapy solutions for those affected by obsessive-compulsive disorder.

Job Description

Job Summary: We are seeking an experienced Member Advocate Manager to lead our empathetic member advocate team in delivering exceptional customer experiences. As a key member of our team, you will play a crucial role in educating and supporting new members, scheduling their first sessions with our therapists, and driving team success.

Key Responsibilities:

  • Strategically coach a team of Member Advocates in motivational interviewing and objection handling, leveraging empathy and sales skills.
  • Oversee call quality, manage escalations, and implement effective training programs to ensure daily coverage and staffing needs are met.
  • Support the Intake Director with tasks such as hiring, onboarding, and monitoring key performance indicators.
  • Collaborate with the broader team to meet company goals and drive continuous improvement initiatives.

Requirements:

  • Strong background in utilizing motivational interviewing and empathy-driven relationship building skills.
  • 1-3 years of leadership experience, ideally managing a sales-focused team.
  • Detail-oriented and technologically adept, with the ability to utilize multiple software programs and internal software tools.
  • Adaptable to the fast-paced nature of startups and evolving processes.
  • Proven ability to thrive under pressure.

What We Offer:

  • Competitive compensation and comprehensive benefits package.
  • Hybrid work environment with flexibility to work from home and collaborate in our downtown Chicago office.
  • Opportunity to be part of a dynamic, fast-growing team driving impactful change within a mission-driven organization.

NOCD Inc. is an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, or other applicable legally protected characteristic. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.