{"id":3428797,"url":"https://alion.io/job/squaretrade-team-lead-care","title":"Team Lead- CARE","company":{"id":6519,"name":"SquareTrade","domain":"squaretrade.com","url":"https://alion.io/company/squaretrade","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":54000,"max":79000,"currency":"USD","period":"year","gross":null,"usd_annual":79000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T21:29:15Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T12:47:53Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"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.\nAs 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.\n 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.\nPurpose:\nThe 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.\nContext:\nThe 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.\nHow Success Is Measured:\nProgram-level impact: Reduce contacts per claim, inbound voice volume, claim duration, and cases outside SLA through proactive outreach and case management.\nCustomer experience: Improve CSAT and NPS by preventing negative experiences and resolving stalled or high-risk claims before escalation.\nOperational efficiency: Support hotline reduction, improve case completion, reduce repeat contacts, and improve first call or specialist case resolution.\nQuality and accuracy: Maintain strong QA performance, accurate case notes, appropriate resolutions, and adherence to follow-up timelines.\nRisk 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.\nKey Duties and Responsibilities:\nDevelop, refine, and maintain CARE role responsibilities, operating routines, workflows, decision points, documentation, and support expectations.\nSupport the creation, review, and testing of CARE functions, including case identification, queue monitoring, outbound follow-up, SLA risk review, resolution paths, and escalation prevention.\nParticipate in user acceptance testing, pilots, test case development, defect identification, and process validation for systems, dashboards, AI-supported workflows, and operational changes.\nProvide structured feedback to leadership and cross-functional partners on system gaps, workflow issues, customer friction, specialist readiness, and improvement opportunities.\nSupport deployment and post-launch stabilization, including readiness criteria, training and communication needs, issue identification, performance monitoring, and continuous improvement.\nPartner with Learning and Development and operational leaders on training, job aids, knowledge updates, nesting, and ongoing support for CARE Specialists.\nEnsure CARE processes are applied consistently while supporting partner-specific, customer-specific, or risk-based handling needs.\nReinforce expectations for ethical conduct, customer focus, data protection, accurate documentation, and responsible use of tools, systems, and AI-supported processes.\nSupport leaders with insights on process adoption, recurring defects, customer friction, and opportunities to improve FCR, SCR, CSAT, NPS, claim duration, and cost per claim.\n Required Skills and Capabilities for Lead Specialist:\nRole development and process design: Translate business objectives into clear, scalable role expectations, workflows, procedures, and operating routines.\nTesting and validation: Support UAT, pilots, defect documentation, scenario validation, and readiness assessments for processes, systems, dashboards, and AI-supported workflows.\nDeployment support: Support implementation, training readiness, communications, issue tracking, and post-launch stabilization.\nTraining and knowledge support: Develop, review, and reinforce job aids, knowledge content, training materials, duty updates, and specialist guidance.\nOperational 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.\nCommunication and collaboration: Work effectively across Operations, Learning and Development, Quality, Workforce Management, Product, Engineering, and leadership to resolve issues and support adoption.\nDocumentation and continuous learning: Maintain current role, workflow, testing, and process documentation while staying current on systems, business needs, policy, and governance expectations.\nOverall CARE Required Skills and Capabilities:\nClaims and case management: Understand claims workflows, intervention points, SLA requirements, and fulfillment steps while managing and prioritizing multiple cases through resolution.\nCustomer advocacy: Identify customer friction, communicate with empathy, resolve concerns, and protect the customer experience before issues escalate.\nCommunication and conflict resolution: Explain next steps, de-escalate concerns, and coordinate effectively with internal partners.\nCritical 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.\nSystem proficiency: Use required case management tools, Salesforce queues, intervention dashboards, NICE InContact, and other systems to research and resolve cases.\nAdaptability: Cross-support lines of business, learn new workflows, and support testing, pilots, and business-critical projects.\nContinuing 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.\nOther Duties:\nDuties, responsibilities, workflows, systems, and activities may change based on business needs, customer experience priorities, compliance expectations, or operational requirements.\n At SquareTrade you'll have access to:\nMedical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA) \nUp to 4% company match into 401(k) and contributions into your company-sponsored pension \n$75/month budget to help prioritize your physical wellbeing \n$80/month stipend to subsidize connectivity costs \nMental health resources including free 1:1 therapy, coaching sessions and digital resources \nSupportive leave policies \nCompetitive PTO program with 9 paid Company Holidays \nTuition reimbursement up to $5,250 per year to further your personal educational advancement desires \nHybrid work arrangements with regular investment in gatherings/offsites to spend time together as team \nVarious corporate perks and discounts \nSquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $54K-$79K\nSquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.\nThe candidate(s) offered this position will be required to submit to a background investigation.\nEffective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.\nFor jobs in San Francisco, please click “here ” for information regarding the San Francisco Fair Chance Ordinance.\nFor jobs in Los Angeles, please click “here ” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.\nTo view the “EEO Know Your Rights” poster click “here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.\nTo view the FMLA poster, click “ here ”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint.\nSquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.\nBeware of Recruitment Fraud. For more information, please click “ here ”.","description_format":"text","description_chars":10930,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Continuous learning","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-28T23:28:55Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 23 · green card filings: 5","filings_12m":23,"filings_prev_12m":35,"green_card_filings_12m":5,"median_offered_wage_usd":151071,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":62,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":79000,"is_top_pay":false},"html_url":"https://alion.io/job/squaretrade-team-lead-care","json_url":"https://alion.io/job/squaretrade-team-lead-care.json","meta":{"generated_at":"2026-11-01T14:49:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22669,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6519},"rest":"https://alion.io/mcp/rest/get_company?id=6519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsquaretrade-team-lead-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsquaretrade-team-lead-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsquaretrade-team-lead-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/squaretrade-team-lead-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsquaretrade-team-lead-care"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3428797}},{"tool":"search_jobs","arguments":{"company":"squaretrade.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3428797},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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