Shift Lead

What We're Looking For

This role is intended to provide leadership support to the direct service team (Practitioners and Care Coordinators) working on Kooth services throughout service hours. This is a non-clinical role which provides operational support to the service team but Shift Leads must be comfortable working in a role that is clinically adjacent.

Main Responsibilities

• Provide critical support to the direct service team
• Ensure smooth and efficient service delivery across Kooth platforms
• Support Direct Service Team On Shift:
• Act as leaders to the direct service team working on Kooth services
• Provide guidance and support to the direct service team on Kooth policies and clinical requirements
• Oversee direct service team time punching and meal break adherence
• Advise practitioners on clinical resources to manage risk as appropriate
• Provide support to direct service team members experiencing IT issues that are preventing them from engaging with service users
• Collaborate with Licensed Clinical Professionals (LCPs) to ensure practitioners have access to clinical support as needed while interacting directly with service users
• Collaborate with Service Delivery Operations Leadership to share feedback related to employee performance
• Share feedback recommendations with Service Operations and Clinical leadership
• Document shift needs and key details to inform leadership of day-to-day service flow
• Manage direct service team needs using Slack workflows and update tracking file with relevant details regarding need resolution
• Monitor Data and Provide Oversight:
• Confirm practitioner readiness for scheduled coaching sessions
• Oversee service wait times to ensure timely management of service user needs in the drop-in queue
• Ensure compliance with Service Level Agreements (SLAs)
• Monitor surge activity and take appropriate actions to address needs on shift to support overall service delivery
• Update documentation as needed to provide clarity on shift operations and needs
• Remain Up To Date on Trainings:
• Engage with practitioner trainings on service processes and clinical guidance to maintain ability to provide highest level guidance to the practitioner team on shift

Requirements

• Must be able to work the required 26-hour/week schedule: Sunday 6:00 PM-10:30 PM, Monday 6:00 PM-10:30 PM, Thursday 2:00 PM-10:30 PM, Friday 6:00 PM-10:30 PM, and Saturday 6:00 PM-10:30 PM (Pacific Time)
• Permanently reside within the US 48 contiguous states
• Minimum education: Bachelor's Degree or commensurate experience
• Experience working with shift operations and schedule management
• Experience working with data visualizations in a dashboarding tool (e.g. Tableau)
• Experience in a start-up environment
• Experience in behavioral health or clinical setting
• Bilingual in English and Spanish (preferred)

Benefits

• Compensation: This role offers an hourly rate of $28-32, based on experience. We're committed to transparency and value our candidates time, which is why we share salary ranges in all states—regardless of local requirements. Final compensation will be based on a variety of factors, including your education, experience, skills, and overall alignment with the role.
• Kooth offers a competitive base salary, employee equity program, and comprehensive benefits including:
• Excellent Medical, Dental, and Vision Coverage
• Long-Term Incentive Plan (LTIP)
• 401(K) Retirement Plan with company match
• Generous Paid Time Off
• Remote-first flexibility and work-from-home support
• Paid parental leave
• Learning & development opportunities
• 8 Paid Holidays, plus two half-day holidays (Christmas Eve and New Year's Eve)
• Equal Employment Opportunity: Kooth is committed to creating an inclusive workplace and provides equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment decisions are based on merit, qualifications, and business needs.
• Reasonable Accommodations: Kooth is committed to providing reasonable accommodations for candidates with disabilities, sincerely held religious beliefs, or other protected reasons under applicable law. If you require accommodations during the application or interview process, please contact our HR team.