Team Lead- CARE

Company Description

SquareTrade, Inc. d/b/a Allstate Protection Plans (“SquareTrade”) is one of the fastest-growing companies in its industry. We’re transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world’s most recognized retailers and carriers—Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we’re just getting started.

As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and we’re expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Job Description

The CARE Lead Specialist helps define, build, test, deploy, and sustain CARE roles, workflows, and operating routines. The role serves as a subject matter resource for CARE Specialists and operational leaders by translating business needs into clear, scalable processes and supporting testing, training, deployment, and ongoing updates in partnership with Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and other business partners.

Purpose:

The CARE function proactively identifies and addresses customer situations that could result in first call resolution failure, repeat contacts, escalations, or negative customer experiences. The objective is to improve the customer journey and operational efficiency through early intervention, outbound customer contact, and timely case resolution. CARE Specialists work assigned outbound cases and support strategic initiatives including PolyAI testing, end-to-end user acceptance testing, and other business-critical projects.

Context:

The CARE foundation is modeled after the EU Outbound approach, which has delivered reductions in inbound call volume and cost per claim. As the Digital First strategy expands into North America, CARE supports customers who do not opt into digital experiences, prefer not to file online, or need additional assistance navigating available options while supporting broader efficiency and cost-reduction objectives.

How Success Is Measured:

- Program-level impact: Reduce contacts per claim, inbound voice volume, claim duration, and cases outside SLA through proactive outreach and case management.
- Customer experience: Improve CSAT and NPS by preventing negative experiences and resolving stalled or high-risk claims before escalation.
- Operational efficiency: Support hotline reduction, improve case completion, reduce repeat contacts, and improve first call or specialist case resolution.
- Quality and accuracy: Maintain strong QA performance, accurate case notes, appropriate resolutions, and adherence to follow-up timelines.
- Risk prioritization: Focus on high-severity and high-frequency drivers, including claims stalled during payout, replacement, repair, intervention screens, and preapproval troubleshooting. Assess account risk based on factors including longevity, number of PPs, previous escalations, previous poor expectations, or a high-touch partner.

Key Duties and Responsibilities:

- Develop, refine, and maintain CARE role responsibilities, operating routines, workflows, decision points, documentation, and support expectations.
- Support the creation, review, and testing of CARE functions, including case identification, queue monitoring, outbound follow-up, SLA risk review, resolution paths, and escalation prevention.
- Participate in user acceptance testing, pilots, test case development, defect identification, and process validation for systems, dashboards, AI-supported workflows, and operational changes.
- Provide structured feedback to leadership and cross-functional partners on system gaps, workflow issues, customer friction, specialist readiness, and improvement opportunities.
- Support deployment and post-launch stabilization, including readiness criteria, training and communication needs, issue identification, performance monitoring, and continuous improvement.
- Partner with Learning and Development and operational leaders on training, job aids, knowledge updates, nesting, and ongoing support for CARE Specialists.
- Ensure CARE processes are applied consistently while supporting partner-specific, customer-specific, or risk-based handling needs.
- Reinforce expectations for ethical conduct, customer focus, data protection, accurate documentation, and responsible use of tools, systems, and AI-supported processes.
- Support leaders with insights on process adoption, recurring defects, customer friction, and opportunities to improve FCR, SCR, CSAT, NPS, claim duration, and cost per claim.

Qualifications

Required Skills and Capabilities for Lead Specialist:

- Role development and process design: Translate business objectives into clear, scalable role expectations, workflows, procedures, and operating routines.
- Testing and validation: Support UAT, pilots, defect documentation, scenario validation, and readiness assessments for processes, systems, dashboards, and AI-supported workflows.
- Deployment support: Support implementation, training readiness, communications, issue tracking, and post-launch stabilization.
- Training and knowledge support: Develop, review, and reinforce job aids, knowledge content, training materials, duty updates, and specialist guidance.
- Operational judgment and problem solving: Apply knowledge of claims workflows, SLA risk, customer friction, escalation drivers, fulfillment steps, case outcomes, QA findings, and performance trends to identify root causes and recommend improvements.
- Communication and collaboration: Work effectively across Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and leadership to resolve issues and support adoption.
- Documentation and continuous learning: Maintain current role, workflow, testing, and process documentation while staying current on systems, business needs, policy, and governance expectations.

Overall CARE Required Skills and Capabilities:

- Claims and case management: Understand claims workflows, intervention points, SLA requirements, and fulfillment steps while managing and prioritizing multiple cases through resolution.
- Customer advocacy: Identify customer friction, communicate with empathy, resolve concerns, and protect the customer experience before issues escalate.
- Communication and conflict resolution: Explain next steps, de-escalate concerns, and coordinate effectively with internal partners.
- Critical thinking and root cause analysis: Connect case activity and trends to FCR, SCR, CSAT, NPS, and SLA outcomes and recommend actions that reduce repeat contacts.
- System proficiency: Use required case management tools, Salesforce queues, intervention dashboards, NICE InContact, and other systems to research and resolve cases.
- Adaptability: Cross-support lines of business, learn new workflows, and support testing, pilots, and business-critical projects.
- Continuing education and skill development: Stay current on AI tools and governance through appropriate learning and apply critical thinking to the AI customer journey, root cause analysis, specialist coaching, and feedback to Engineering.

Other Duties:

Duties, responsibilities, workflows, systems, and activities may change based on business needs, customer experience priorities, compliance expectations, or operational requirements.

Additional Information

At SquareTrade you'll have access to:

- Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)   
- Up to 4% company match into 401(k) and contributions into your company-sponsored pension 
- $75/month budget to help prioritize your physical wellbeing 
- $80/month stipend to subsidize connectivity costs 
- Mental health resources including free 1:1 therapy, coaching sessions and digital resources 
- Supportive leave policies 
- Competitive PTO program with 9 paid Company Holidays 
- Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires 
- Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team 
- Various corporate perks and discounts

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $54K-$79K

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.

The candidate(s) offered this position will be required to submit to a background investigation.

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