Performance Success Coach

The Company and Our Mission:

Caring.com is a leading online resource for seniors and their loved ones seeking information and access to senior living and care. We apply cutting-edge technology to our mission: to help as many seniors and their caregivers as possible through empathetic, expert guidance. 

We take pride in helping the 45 million caregivers across the U.S. find help for their aging family members. Our offerings include a robust directory of providers, one-on-one support from our expert Family Advisors, helpful content, and authentic reviews from seniors and their families. We are an agile team that succeeds by marrying rigorous, data-driven thinking with real empathy for users and the quality of their experience. 

Don’t think that all this talk about aging keeps us from having a good time. We’re a vibrant group of highly talented, results-oriented types who want to use our time and skills to make an impact — all while enjoying a fun, friendly and supportive work environment. We hope you’ll consider joining us.

About the Position:

The Performance Success Coach will coach and manage a team of Family Advisors (FA) in our consumer sales and advisory organization.

Expectations:

• Coach FA behaviors to meet and exceed Performance Metric expectations.
• Manage FA timecards, sick time, PTO, and other time off benefits according to Company policy.
• Create recorded sessions and written plans for performance coaching with each FA on team a minimum of once per week.
• Create and deliver performance coaching to continuously improve FA performance. This includes weekly one-on-ones, group round tables, team meetings, and other check-ins, as well as weekly and monthly organization of records and recorded coaching sessions for management and HR review.
• Write and deliver appropriate accountability to FAs in the form of warnings, lead concerns, and Performance Improvement Plans, according to HR policy.
• Meet with and coach newbies 3+ times per week depending on FA schedule, availability, and progress.
• Daily and weekend MOD (manager on duty) rotation and corresponding duties as assigned, including: 
  • Monitor and communicate volume delivery 
  • Monitor Suspect Inquiry Queue
  • Clear Self-qualified Queue
  • Manage for Speed to Lead
  • Manage attendance
  • Clear Valid Leads with Missing Notes page
  • Manage the hourly text confirmation reportMaintain company and team confidentiality per Company policy and signed employment agreements.

• Maintain a team average for Move-Ins per Advisor of 6+ monthly with consistency.
• Create and foster a positive team culture and FA mindset.
• Communicate timely and effectively regarding lead concerns and QA disputes on behalf of FAs and providers.
• Assist with new hire training as needed.
• Perform 1st round interviews as needed for FA hiring.
• Manage and improve FA efficiency on and off calls with time management coaching.
• Cultivate mentors and develop incumbents for promotions.
• Accomplish weekly assignments given at weekly Calibration meetings.
• Consistently communicate with HR regarding employee relations, performance issues, questions, leaves of absence, medical issues, etc.
• Attend the Manager Professional Reading Group.
• Take part in small group Manager Collaboration events

Required Experience:

Core Leadership and Management Skills

• Team Leadership & Motivation: Ability to foster a positive, high-performing team environment.
• Performance Coaching: Experience providing structured, regular feedback to team members.
• Conflict Resolution: Skilled in handling performance concerns, disputes, and interpersonal issues.
• Accountability & Documentation: Knowledge of how to issue written warnings, performance improvement plans, and HR-compliant coaching records.
• Time Management: Strong organizational skills to handle multiple responsibilities and meet deadlines.

Operational & Administrative Skills

• Timecard & PTO Management: Familiarity with scheduling tools, timekeeping systems, and company leave policies.
• Data Tracking & Reporting: Ability to maintain accurate performance and coaching documentation.
• Process Compliance: Understanding of HR and company policies, confidentiality requirements, and QA procedures.
• Interviewing & Hiring: Skills in conducting first-round interviews and supporting onboarding.

Call Center or Sales-Specific Skills

• Sales Coaching: Experience driving lead conversion, move-in targets, or similar performance metrics.
• Speed to Lead Management: Familiarity with systems and practices for quickly contacting inbound leads.
• Queue Monitoring: Proficient in using lead management software or CRMs to handle suspect and qualified leads.

Training & Development

• New Hire Support: Ability to onboard and mentor new employees with multiple coaching sessions per week.
• Succession Planning: Experience identifying and developing team members for advancement.
• Training Delivery: Comfortable leading round tables, one-on-ones, and team meetings.

Communication & Collaboration

• Effective Verbal & Written Communication: Essential for coaching, documentation, and HR liaison responsibilities.
• Cross-Functional Communication: Skilled at collaborating with HR, QA, training, and senior management.
• Professional Development Engagement: Willingness to participate in reading groups and peer collaboration events.

Recommended Qualifications & Tools

• Experience Level: 5 years in a leadership role, ideally in sales, customer service, or call center management.
• Tools Proficiency: Familiarity with CRMs, workforce management tools (e.g., ADP, Kronos), spreadsheets, and performance dashboards.
• Education: Bachelor’s degree preferred (or equivalent experience) in Business, Communication, or Management.

 Why Join Us:

• Meaningful mission: helping families in moments that matter
• Remote-first team with smart, supportive colleagues
• High-leverage role in a fast-moving, ambitious engineering org
• Real opportunities to shape our AI direction and technical architecture

What we can offer you: 

• Flexible hours and Paid Time Off policy
• Competitive benefits package – Medical, Dental, Vision, HSA, Life, Disability, and Pet insurance
• 401(k) Employer Match
• Direct relationships with the executive leadership team
• Rapid company growth
• Paid caregiver and volunteer days

Caring LLC is an Equal Opportunity Employer.

Diversity, Equality, and Inclusion at Caring.com
Our history has taught us that treating everyone with dignity and respect is vital to our ongoing success. We embrace and seek out diversity that is inclusive of thought, race, ethnicity, gender, age, religion, sexual orientation, experience, and background. We find that this diversity and openness ensures that all our associates have equal access to opportunities and resources to contribute fully to the organization’s success, and it fuels innovation, improves strategic thinking, and cultivates leadership.