Client Support Advocate

Summary

Join Cartwheel, a company tackling the student mental health crisis, as a Client Support Advocate. This remote, full-time position is crucial in ensuring positive experiences for schools and families using Cartwheel's services. You will serve as the primary point of contact for concerns, resolving issues, identifying trends, and implementing improvements. Collaboration with various teams is key to enhancing service quality. The role involves detailed documentation, data analysis, and providing actionable insights to leadership. This position offers competitive compensation, equity, excellent benefits, and a mission-driven team environment.

Requirements

• Bachelor’s or master’s degree in social work, psychology, healthcare administration, or a related field
• 3+ years of experience in client advocacy, patient experience, customer service, or a similar role in healthcare or behavioral health
• Strong problem-solving skills and the ability to de-escalate concerns with professionalism and empathy
• Excellent verbal and written communication skills
• Ability to analyze data and present actionable insights to leadership teams

Responsibilities

• Serve as a responsive and empathetic point of contact for schools and parents/caregivers who have concerns or complaints about services
• Gather detailed information, assess the nature of concerns, and provide timely responses or resolutions; escalate to other team members as needed
• Educate schools and families about available resources, policies, and service expectations
• Demonstrate ability to de-escalate charged situations and conversations
• Problem solve through complex situations cross-functionally
• Document responses to concerns and ensure that all reach resolution
• Provide structured reports and recommendations to managers and clinical leaders based on complaint data and family feedback
• Give recommendations to school success, clinical, operational teams, and leadership to implement improvements
• Participate in quality improvement initiatives and policy development related to client experience

Preferred Qualifications

• Experience working with pediatric populations, schools, or families
• Strong preference for bilingual candidates, fluent in Spanish

Benefits

• Competitive cash compensation between $55,000 to $70,000
• Equity ownership stake in the company
• High-quality health insurance with a $0 monthly premium option for employees
• Dental, Vision, and Employer-Sponsored Life Insurance
• 4 weeks of paid PTO (3 weeks any time + 1 week office closure in December)
• Sick Leave + Holidays
• 401K with 2% employer match
• Team-based culture with mission-driven colleagues who will go to bat for you